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Travel Alerts

Essential knowledge for safe travels

Preparing to travel can sometimes be overwhelming and if something happens to you while on your journey, it can be frightening not knowing what to do. In understanding your concerns we have put together some information that might help ease your worries.

Latest Travel Alerts

Travel insurance information for Indonesia’s Mt Raung volcanic ash cloud

06 - 07 - 15

The following information concerns those affected by the Mt Raung volcanic ash cloud.

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

If you entered into your policy before 10am (EST) Friday 3 July 2015:
If you are currently travelling:
  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mt Raung volcanic ash cloud, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Mt Raung volcanic ash cloud.
If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Raung volcanic ash cloud and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
If you entered into a policy after 10am (EST) Friday 3 July 2015:
  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (EST) Friday 3 July 2015 we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Raung volcanic ash cloud.
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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Helpful tips for travellers heading to Greece

02 - 07 - 15

2 July 2015

Speculation around the Greece debt default may be concerning to people who are making plans to visit there. Travel assistance expert Allianz Global Assistance is advising holiday makers to take precautions and read the small print of their travel insurance policy, but not to discount Greece as a destination for a winter escape.

Allianz Global Assistance is leveraging its global network and, in particular, its local presences in Athens, Greece, to help ensure its Australian travellers continue to have access to essential services.

They recognise that some customers will be preparing to embark on their planned trip to Greece and would like to provide some helpful tips designed to assist them to have a safe and enjoyable journey.

Top tips for travelling to Greece:

  • Take enough cash to last you for your time in Greece, or at least a few days, in smaller denominations where possible. There are not currently restrictions on international card withdrawals; however there are reports of ATMs that have run out of cash and this situation may change at short notice.
  • Pickpockets and thieves will be aware that tourists have been advised to take additional cash, so be vigilant with your personal security and make use of the safe if available at your hotel.
  • Ensure you have more than one means of payment with you; ideally taking your debit and/ or credit cards as well as cash.
  • Review the latest travel advisory on the Smart Traveller website: http://www.smartraveller.gov.au.

Important things to consider:

  • Most travel insurance policies do not cover you if you change your mind, so it’s important to consider your need to travel prior to booking your flights and/or accommodation.
  • If you require assistance please contact Allianz Global Assistance on the number listed on your policy or +61 7 3305 7000. The local Athens office of Allianz Global Assistance will assist the Australian team to ensure customers are provided with support.

Nepal Earthquake travel information

27 - 04 - 15

The following information is to reassure Allianz Global Assistance travel insurance customer’s in regards to their concerns of coverage following the earthquake in Nepal.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before midday (AEST) Sunday 26th April 2015.
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the earthquake in Nepal, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake of Nepal and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (AEST) Sunday 26th April 2015.

  • Our policies do not cover claims for losses caused by something that you were aware of at the time your period of cover commenced, which is generally from the time you purchased your policy.   If you entered into a policy after midday (AEST) Sunday 26th April 2015 we would expect it very likely that that this was done with an awareness of earthquake in Nepal.  For these policies we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake in Nepal. 

What next steps should you take? 

  • You should take all reasonable steps to minimise your expenses including when rearranging your journey if needed. Reasonable expenses generally includes booking at the standard level you have booked for the rest of your journey or, as determined by us.  For example if you have been using two star or budget accommodation on your trip to date, then that the replacement accommodation you seek should, where possible, 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.smartraveller.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. 
  • We will publish this and any updated travel insurance advisories on our website, www.allianz-assistance.com.au

Cyclone Pam travel information

17 - 03 - 15

The following information concerns those affected by Cyclone Pam.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before midday (AEDST) Friday 13th March 2015:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Cyclone Pam, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Cyclone Pam and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (AEDST) Friday 13th March 2015:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (AEDST) Friday 13th March 2015 we would expect that this was done with an awareness of Cyclone Pam.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Cyclone Pam.

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.smartraveller.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. 

Hurricane Iselle and Hurricane Julio travel insurance information NZ

08 - 08 - 14

The following information concerns those affected by Hurricane Iselle and Hurricane Julio.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before midday (NZT) Wednesday 6 August 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Hurricane Iselle and Hurricane Julio, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed and your policy includes cover for cancellation, you may be able to claim for cancellation of your journey or the rearrangement of your journey (whichever is the lesser) as a result of Hurricane Iselle and Hurricane Julio.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Hurricane Iselle and Hurricane Julio and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).  
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (NZT) Wednesday 6 August 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (NZT) Wednesday 6 August 2014 we would expect that this was done with an awareness of Hurricane Iselle and Hurricane Julio.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Hurricane Iselle and Hurricane Julio.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz.

Israel, the Gaza Strip and the West Bank conflict travel information NZ

24 - 07 - 14

The following information concerns those affected by the conflict in Israel, the Gaza Strip and the West Bank July 2014.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. 

If you entered into your policy before midday (NZT) Wednesday 23rd July:

If you are currently travelling or not yet departed:

  • The situation in Israel, the Gaza Strip and the West Bank is evolving and we will monitor it closely.  If you make a claim we will assess your claim in accordance with the terms and conditions of your policy. Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after midday (NZT) Wednesday 23rd July 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (NZT) Wednesday 23rd July 2014 we would expect that this was done with an awareness of the conflict in Israel, the Gaza Strip and the West Bank.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the conflict in Israel, the Gaza Strip and the West Bank. In addition, we reserve the right to rely on the full terms and conditions of the policy when assessing your claim.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Israel, the Gaza Strip and the West Bank conflict travel information AU

24 - 07 - 14

The following information concerns those affected by the conflict in Israel, the Gaza Strip and the West Bank July 2014.

The following information concerns those affected by the conflict in Israel, the Gaza Strip and the West Bank July 2014.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. 

If you entered into your policy before midday (EST) Wednesday 23rd July:

If you are currently travelling or not yet departed:

  • The situation in Israel, the Gaza Strip and the West Bank is evolving and we will monitor it closely.  If you make a claim we will assess your claim in accordance with the terms and conditions of your policy. Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after midday (EST) Wednesday 23rd July:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (EST) Wednesday 23rd July we would expect that this was done with an awareness of the conflict in Israel, the Gaza Strip and the West Bank.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the conflict in Israel, the Gaza Strip and the West Bank. In addition, we reserve the right to rely on the full terms and conditions of the policy when assessing your claim.

What next steps should you take?

  • You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible.
    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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Malaysian Airlines flight MH17 travel advisory AU

18 - 07 - 14

We would first like to extend our deepest sympathy to all those affected by this event. The following information concerns those affected by Malaysia Airlines flight MH17 on 18 July 2014.

Where to get help

  • If you hold concerns for family and friends, please call DFAT’s 24-hour Consular Emergency Centre on + 61 2 6261 3305 from overseas, or within Australia on 1300 555 135 (local call cost).
  • We recommend you contact your travel agent or travel provider regarding your available options to alter your trip, if needed.  
  • 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.smartraveller.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.

Policy Coverage

  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.  All claims will be assessed in accordance with the circumstances of the claim and all the terms and conditions of your policy. 
  • We are monitoring the circumstances surrounding Malaysian Airlines flight MH17 closely and continuing to wait for further confirmation on the details surrounding this event.

Contact us

  • If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Updated 20th July 2014

Indonesia’s Sangeang Api volcanic eruption NZ

03 - 06 - 14

The following information concerns those affected by the Sangeang Api volcanic eruption.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 10am (NZT) Saturday 31st May 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Sangeang Api volcanic eruption, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Sangeang Api volcanic eruption.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Sangeang Api volcanic eruption and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).  
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 10am (NZT) Saturday 31st May 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 10am (NZT) Saturday 31st May 2014 we would expect that this was done with an awareness of the Sangeang Api volcanic eruption.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Sangeang Api volcano.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Indonesia’s Sangeang Api volcanic eruption AU

03 - 06 - 14

The following information concerns those affected by the Sangeang Api volcanic eruption.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 10am (EST) Saturday 31st May 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Sangeang Api volcanic eruption, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Sangeang Api volcanic eruption.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Sangeang Api volcanic eruption and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 10am (EST) Saturday 31st May 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 10am (EST) Saturday 31st May 2014 we would expect that this was done with an awareness of the Sangeang Api volcanic eruption.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Sangeang Api volcanic eruption.

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.smartraveller.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. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Thailand military action update

23 - 05 - 14

The following information concerns those affected by Thailand’s declaration of martial law on 20th May 2014 and subsequent associated events.

The following information has been reported at ABC online:
“Thailand’s military chief General Prayuth Chan-ocha has announced that the armed forces and police have seized power in the country, two days after declaring martial law. General Prayuth made the announcement last night in a television broadcast after he held a meeting with all rival factions aimed at finding a solution to six months of anti-government protests”.
Please note that all policies contain the following provision or words to the following effect:
“We will not pay under any circumstances if…Your claim arises from any act of war, whether war is declared or not or from any rebellion, revolution, insurrection or taking of power by the military”.
The publicly available reports indicate that there has been a “taking of power by the military” in Thailand within the meaning of the above provision. As a result, no claim is payable if the claim arises from that situation.  Please note that, if you purchase or have purchased a policy, these policies are not void.  Claims can still be made for any circumstance which does not arise from these events in accordance with the terms of your policy.  
If you make a claim we will assess your claim in accordance with the terms and conditions of your policy. Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
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. 
Contact us 

  • If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Thailand military action NZ

21 - 05 - 14

The following information concerns those affected by Thailand’s declaration of martial law on 20th May 2014.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. 
If you entered into your policy before midday (NZT) Tuesday 20th May 2014:
If you are currently travelling or not yet departed:

  • The situation in Thailand is evolving and we will monitor it closely.  If you make a claim we will assess your claim in accordance with the terms and conditions of your policy. Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (NZT) Tuesday 20th May 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (NZT) Tuesday 20th May 2014 we would expect that this was done with an awareness of the Thailand military action.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Thailand military action. In addition, we reserve the right to rely on the full terms and conditions of the policy when assessing your claim.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Thailand military action AU

21 - 05 - 14

The following information concerns those affected by Thailand’s declaration of martial law on 20th May 2014.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  
If you entered into your policy before midday (EST) Tuesday 20th May 2014:
If you are currently travelling or not yet departed:

  • The situation in Thailand is evolving and we will monitor it closely.  If you make a claim we will assess your claim in accordance with the terms and conditions of your policy. Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (EST) Tuesday 20th May 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (EST) Tuesday 20th May 2014 we would expect that this was done with an awareness of the Thailand military action.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Thailand military action. In addition, we reserve the right to rely on the full terms and conditions of the policy when assessing your claim.

What next steps should you take? 

  • You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. 
  • 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.smartraveller.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. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Cyclone Ita travel information Australia

14 - 04 - 14

The following information concerns those affected by Cyclone Ita.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances. If you entered into your policy before midday (AEDST) Wednesday 9th April 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Cyclone Ita, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Cyclone Ita.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Cyclone Ita and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (AEDST) Wednesday 9th April 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (AEDST) Wednesday 9th April 2014 we would expect that this was done with an awareness of Cyclone Ita.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Cyclone Ita.

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.  We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Cyclone Ita travel information New Zealand

14 - 04 - 14

The following information concerns those affected by the Cyclone Ita.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances. If you entered into your policy before midday (NZDT) Wednesday 9th April 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Cyclone Ita, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Cyclone Ita.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Cyclone Ita and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after midday (NZDT) Wednesday 9th April 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after midday (NZDT) Wednesday 9th April 2014 we would expect that this was done with an awareness of Cyclone Ita.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Cyclone Ita.

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 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. We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Indonesia’s Mt Kelud volcanic eruption travel information NZ

15 - 02 - 14

The following information concerns those affected by the Mt Kelud volcanic eruption.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 4pm (NZDT) Friday 14 February 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mt Kelud volcanic eruption, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Mt Kelud volcanic eruption.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Kelud volcanic eruption and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 4pm (NZDT) Friday 14 February 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 4pm (NZDT) Friday 14 February 2014 we would expect that this was done with an awareness of the Mt Kelud volcanic eruption.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Kelud volcanic eruption.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Indonesia’s Mt Kelud volcanic eruption travel information AU

15 - 02 - 14

The following information concerns those affected by the Mt Kelud volcanic eruption.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 4pm (AEDST) Friday 14 February 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mt Kelud volcanic eruption, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the Mt Kelud volcanic eruption.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Kelud volcanic eruption and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 4pm (AEDST) Friday 14 February 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 4pm (AEDST) Friday 14 February 2014 we would expect that this was done with an awareness of the Mt Kelud volcanic eruption.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Kelud volcanic eruption

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. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Bangkok political protests travel information – NZ

13 - 01 - 14

The following information concerns political protests and civil unrest expected to occur in Bangkok and parts of Thailand from 13 January 2014 onwards.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 midnight (NZDT) Monday 6th January 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due to the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards, there may be provision to claim for reasonable additional travel and accommodation expenses. 
  • If you have started your journey and your journey is delayed or cancelled due to the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 12 midnight (NZDT) Monday 6th January 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 12 midnight (NZDT) Monday 6th January 2014 we expect that this may have been done with an awareness of the Political Protests and civil unrest occurring in Bangkok and parts of Thailand from 13 January 2014 onwards.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Political Protests and civil unrest occurring in Bangkok and parts of Thailand from 13 January 2014 where you knew of the expected Political Protests and civil unrest at the time of purchasing the policy.

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 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 stawww.safetravel.govt.nzy 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz 

Emergency Assistance
If you are in anyway harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers:
Canada – 1800 214 5514 United States – 1866 844 4085 Within New Zealand – 0800 778 103 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499

Bangkok political protests travel information – AU

13 - 01 - 14

The following information concerns political protests and civil unrest expected to occur in Bangkok and parts of Thailand from 13 January 2014 onwards.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 midnight (AEDST) Monday 6th January 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due to the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards, there may be provision to claim for reasonable additional travel and accommodation expenses. 
  • If you have started your journey and your journey is delayed or cancelled due to the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Political Protests and civil unrest that occurs in Bangkok and parts of Thailand from 13 January 2014 onwards and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 12 midnight (AEDST) Monday 6th January 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 12 midnight (AEDST) Monday 6th January 2014 we expect that this may have been done with an awareness of the Political Protests and civil unrest occurring in Bangkok and parts of Thailand from 13 January 2014 onwards.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Political Protests and civil unrest occurring in Bangkok and parts of Thailand from 13 January 2014 onwards where you knew of the expected Political Protests and civil unrest at the time of purchasing the policy.

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. We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au
Emergency Assistance
If you are in anyway harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers: Thailand – 001 8006 121 082 Within Australia – 1800 010 075 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499

US and Canada Snowstorms travel information NZ

07 - 01 - 14

The following information concerns the recent US and Canada Snowstorms.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 midnight (NZDT) Friday 3rd January 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due the US and Canada Snowstorms, there may be provision to claim for reasonable additional travel and accommodation expenses.
  • If you have started your journey and your journey is delayed or cancelled due to the US and Canada Snowstorms, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the US and Canada Snowstorms and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 12 midnight (NZDT) Friday 3rd January 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 12 midnight (NZDT) Friday 3rd January 2014 we expect that this may have been done with an awareness of the impending US and Canada Snowstorms.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the US and Canada Snowstorms where you knew of the impending US and Canada Snowstorms at the time of purchasing the policy.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Emergency Assistance
If you are in anyway harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers: Canada – 1800 214 5514 United States – 1866 844 4085 Within New Zealand – 0800 778 103 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499
Useful links
MFAT – Safe travel
https://www.safetravel.govt.nz/
News
http://www.cbc.ca/news/canada/flight-cancellations-delays-in-eastern-canada-u-s-1.2484198
http://www.bbc.co.uk/news/world-us-canada-25609443

US and Canada Snowstorms travel information AU

07 - 01 - 14

The following information concerns the recent US and Canada Snowstorms.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 midnight (AEDST) Friday 3rd January 2014:
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due the US and Canada Snowstorms, there may be provision to claim for reasonable additional travel and accommodation expenses. 
  • If you have started your journey and your journey is delayed or cancelled due to the US and Canada Snowstorms, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the US and Canada Snowstorms and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 12 midnight (AEDST) Friday 3rd January 2014:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 12 midnight (AEDST) Friday 3rd January 2014 we expect that this may have been done with an awareness of the impending US and Canada Snowstorms.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the US and Canada Snowstorms where you knew of the impending US and Canada Snowstorms at the time of purchasing the policy.

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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Emergency Assistance
If you are in any way harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers: Canada – 1800 214 5514 United States 1866 844 4085 Within Australia – 1800 010 075 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499
Useful links
DFAT – Smartraveller
http://www.smartraveller.gov.au/
News
http://www.cbc.ca/news/canada/flight-cancellations-delays-in-eastern-canada-u-s-1.2484198
http://www.bbc.co.uk/news/world-us-canada-25609443

Travel information for Bangkok protests NZ

04 - 12 - 13

The following information concerns the recent protests occurring throughout Bangkok, Thailand.

We will assess all claims in accordance with your Policy wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If your policy was issued before 3 pm (NZDT) Sunday 1 December 2013.
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due the Bangkok Protests, there may be provision to claim for reasonable additional travel and accommodation expenses.
  • If you have started your journey and your journey is delayed or cancelled due to the Bangkok Protests, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bangkok Protests and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If your policy was issued before 3 pm (NZDT) Sunday 1 December 2013.

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you were issued a policy after 3 pm (NZDT) Sunday 1 December 2013 we would expect that this was done with an awareness of the impending Bangkok Protests. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bangkok Protests.

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 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. We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz
Emergency Assistance If you are in anyway harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers: Thailand – 001 8006 121 082 Within New Zealand – 0800 778 103 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499
Useful links MFAT – Safe travel http://www.safetravel.govt.nz/news/index.shtml#demos
News http://www.telegraph.co.uk/travel/travelnews/10487911/Bangkok-protests-turn-violent.html http://www.bangkokpost.com/business/news/382880/protests-damage-tourism-industry

Travel information for Bangkok protests AU

04 - 12 - 13

The following information concerns the recent protests occurring throughout Bangkok, Thailand.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If your policy was issued before 12 midday (AEDST) Sunday 1 December 2013:
If you are currently travelling:

  • If you have started your journey and your transport is delayed, disrupted or cancelled due the Bangkok Protests, there may be provision to claim for reasonable additional travel and accommodation expenses.
  • If you have started your journey and your journey is delayed or cancelled due to the Bangkok Protests, there may be provision to claim for Cancellation Fees & Lost deposits for unutilised prepaid travel expenses
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bangkok Protests and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If your policy was issued before 12 midday (AEDST) Sunday 1 December 2013:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you were issued a policy after 12 midday (AEDST) Sunday 1 December 2013 we would expect that this was done with an awareness of the impending Bangkok Protests. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bangkok Protests.

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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.


Emergency Assistance If you are in anyway harmed or require Emergency Assistance, please contact our in-house Medical and Travel Assistance desk on the following numbers: Thailand – 001 8006 121 082 Within Australia – 1800 010 075 Alternatively, dial reverse charge (“collect”) via the local operator on: + 61 7 3305 7499
Useful links DFAT – Smartraveller http://www.smarttraveller.gov.au/zw-cgi/view/Advice/Thailand
News http://www.telegraph.co.uk/travel/travelnews/10487911/Bangkok-protests-turn-violent.html http://www.bangkokpost.com/business/news/382880/protests-damage-tourism-industry

Typhoon Haiyan travel insurance information – AU

13 - 11 - 13
The following information concerns those affected by Typhoon Haiyan which has affected parts of South-East Asia including (but not limited to) the Philippines.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 midday (AEDST) Thursday 7 November 2013:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Typhoon Haiyan, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Typhoon Haiyan and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 12 midday (AEDST) Thursday 7 November 2013:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 12 midday (AEDST) Thursday 7 November 2013 we would expect that this was done with an awareness of the impending Typhoon Haiyan.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Typhoon Haiyan.

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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Useful links
Smarttraveller:
http://www.smarttraveller.gov.au/zw-cgi/view/Advice/Philippines 
http://www.smarttraveller.gov.au/zw-cgi/view/Advice/Vietnam 
News
http://www.abc.net.au/news/2013-11-09/an-super-typhoon-haiyan-prompts-evacuations-in-vietnam-after-ki/5081332 
http://www.bbc.co.uk/news/world-asia-24887746 

Typhoon Haiyan travel insurance information – NZ

13 - 11 - 13

The following information concerns those affected by Typhoon Haiyan which has affected parts of South-East Asia including (but not limited to) the Philippines.

We will assess all claims in accordance with your Policy wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 3 pm (NZDT) Thursday 7 November 2013.
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Typhoon Haiyan, there may be provision to claim for reasonable additional travel, accommodation and meal expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance. 

If you have not yet departed: 

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Typhoon Haiyan and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details. 

If you entered into a policy after 3 pm (NZDT) Thursday 7 November 2013:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 3 pm (NZDT) Thursday 7 November 2013 we would expect that this was done with an awareness of Typhoon Haiyan.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Typhoon Haiyan.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz 

Useful links
Safe Travel
http://www.safetravel.govt.nz/news/index.shtml#haiyan 
News
http://www.bbc.co.uk/news/world-asia-24887746 

NSW bushfires travel information NZ

22 - 10 - 13

The following information concerns the recent bushfires across New South Wales where authorities have declared a State of emergency.

We will assess all claims in accordance with your Policy wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 3 pm (NZDT) Thursday 17 October 2013.
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the NSW bushfires, there may be provision to claim for reasonable additional food and accommodation expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy wording and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the NSW bushfires and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in alteringyour trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 3pm (NZDT) Thursday 17 October 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 3pm (NZDT) Thursday 17 October 2013 we would expect that this was done with an awareness of the impending NSW bushfires. For thesepolicies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the NSW bushfires.

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianzassistance.co.nz

Useful links
NSW Rural Fire Service http://www.rfs.nsw.gov.au/
Traffic updates https://twitter.com/nswpolice

NSW bushfires travel information AU

22 - 10 - 13

The following information concerns the recent bushfires across New South Wales where authorities have declared a State of emergency.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12 noon (AEDST) Thursday 17 October 2013:
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the NSW bushfires, there may be provision to claim for reasonable additional food and accommodation expenses.
  • If you have started your journey and your journey is disrupted due to your home being affected by the NSW bushfires, there may be provision to claim for reasonable additional travel and accommodation expenses to return to your home.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the NSW bushfires and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • If your home is directly affected by the NSW bushfires and you have not yet departed, there may be provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 12 noon (AEDST) Thursday 17 October 2013:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12 noon (AEDST) Thursday 17 October 2013 we would expect that this was done with an awareness of the impending NSW bushfires. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the NSW bushfires.

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. We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.
Useful links
NSW Rural Fire Service http://www.rfs.nsw.gov.au/
Traffic updates https://twitter.com/nswpolice

Earthquake in the Philippines NZ travel advisory

15 - 10 - 13

The following information concerns the earthquake in the Philippines and applies to travel insurance policies issued on or before 4pm (NZDT) Tuesday 15 October 2013.

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

If you entered into your policy before 4pm (NZDT) Tuesday 15 October 2013

If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due to the earthquake in the Philippines there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy, and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake in the Philippines and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is less).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into a policy after 4pm (NZDT) Tuesday 15 October 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 4pm (NZDT) Tuesday 15 October 2013 we would expect that this was done with an awareness of the earthquake in the Philippines.
  • For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake in the Philippines.

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 any 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Earthquake in the Philippines AU travel advisory

15 - 10 - 13

The following information concerns the earthquake in the Philippines and applies to travel insurance policies issued on or before 2pm (AEDST) Tuesday 15 October 2013.

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

If you entered into your policy before 2pm (AEDST) Tuesday 15 October 2013.

If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due to the earthquake in the Philippines, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake in the Philippines and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 2pm (AEDST) Tuesday 15 October 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 2pm (AEDST) Tuesday 15 October 2013 we would expect that this was done with an awareness of the earthquake in the Philippines. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake in the Philippines.

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, we advise that the replacement accommodation you seek should be of a similar standard.
  • We will assess any 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Bali Airport closure (APEC Summit) travel information – New Zealand residents

04 - 10 - 13

The following information concerns the recent announcement of the Bali Airport closure due to APEC Summit.

This information specifically advises that Ngurah Rai International Airport will be closed to commercial flights on the following dates and times:

  • Saturday, 5th October 2013 : 10AM – 4PM (Central Indonesian Time)
  • Sunday, 6th October 2013 : 10 AM – 8PM (Central Indonesian Time)
  • Monday, 7th October 2013: Not closed with the available information
  • Tuesday, 8th October 2013: 10 AM – 8PM (Central Indonesian Time)
  • Wednesday, 9th October 2013: 10AM – 4PM (Central Indonesian Time)

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
If you entered into your policy before 12am (NZDT) Wednesday 2nd October 2013. If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the Bali Airport closure (APEC Summit), there may be provision to claim for reasonable additional food and accommodation expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bali Airport closure (APEC Summit) and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into a policy after 12am (NZDT) Wednesday 2nd October 2013

  • Our policies do not cover claims for losses cause by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12am (NZDT) Wednesday 2nd October 2013 we would expect that this was done with an awareness of the impending Bali Airport closure (APEC Summit). For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bali Airport closure (APEC Summit).

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 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.co.nz

Useful links

Bali Airport closure (APEC Summit) travel information – Australian residents

04 - 10 - 13

The following information concerns the recent announcement of the Bali Airport closure due to the APEC Summit.

This information specifically advises that Ngurah Rai International Airport will be closed to commercial flights on the following dates and times:

  • Saturday, 5th October 2013 : 10AM – 4PM (Central Indonesian Time)
  • Sunday, 6th October 2013 : 10 AM – 8PM (Central Indonesian Time)
  • Monday, 7th October 2013: Not closed with the available information
  • Tuesday, 8th October 2013: 10 AM – 8PM (Central Indonesian Time)
  • Wednesday, 9th October 2013: 10AM – 4PM (Central Indonesian Time)

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.  If you entered into your policy before 12am (AEDST) Wednesday 2nd October 2013. If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the Bali Airport closure (APEC Summit), there may be provision to claim for reasonable additional food and accommodation expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Bali Airport closure (APEC Summit) and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into a policy after 12am (AEDST) Wednesday 2nd October 2013

  • Our policies do not cover claims for losses cause by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 12am (AEDST) Wednesday 2nd October 2013 we would expect that this was done with an awareness of the impending Bali Airport closure (APEC Summit). For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Bali Airport closure (APEC Summit).

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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Useful links

Travel advisory on US Government shutdown – New Zealand residents

02 - 10 - 13

The following information concerns the recent announcement of the US Government shutdown of various government services.

We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances. If you entered into your policy before 1pm (NZDT) Wednesday 2nd October 2013. If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the US Government shutdown, there is provision to claim for reasonable additional food and accommodation expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. 
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the US Government shutdown and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into your policy after 1pm (NZDT) Wednesday 2nd October 2013

  • Our policies do not cover claims for losses cause by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 1pm (NZDT) Wednesday 2nd October 2013 we would expect that this was done with an awareness of the impending US Government shutdown.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the US Government shut down.

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 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. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Travel advisory on US Government shutdown – Australian residents

02 - 10 - 13

The following information concerns the recent announcement of the US Government shutdown of various government services.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance.  Your cover will depend on the type of plan you purchased and your particular circumstances. If you entered into your policy before 10am (AEDST) Wednesday 2nd October 2013. If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due the US Government shutdown, there is provision to claim for reasonable additional food and accommodation expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the US Government shutdown and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less). 
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements, and we recommend you contact them for further details. 

If you entered into a policy after 10am (AEDST) Wednesday 2nd October 2013

  • Our policies do not cover claims for losses cause by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 10am (AEDST) Wednesday 2nd October 2013 we would expect that this was done with an awareness of the impending US Government shutdown.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the US Government shut down.

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. 
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Travel insurance information about the Earthquake in Wellington – New Zealand residents

16 - 08 - 13

The following information concerns the earthquake in Wellington and applies to travel insurance policies issued on or before 4pm (NZDT) Friday 16 August 2013.

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

If you entered into your policy before 4pm (NZDT) Friday 16 August 2013 If you are currently travelling:

 

  • If you have started your journey and your transport is delayed or cancelled due to the earthquake in Wellington there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy, and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake in Wellington and you have not yet departed,  you may be able to claim for cancellation or rearrangement of your journey (whichever is less).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into a policy after 4pm (NZDT) Friday 16 August 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 4pm (NZDT) Friday 16 August 2013 we would expect that this was done with an awareness of the earthquake in Wellington. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake in Wellington.

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 any 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au.

Travel insurance information about the Earthquake in Wellington – Australian residents

16 - 08 - 13

The following information concerns the earthquake in Wellington and applies to travel insurance policies issued on or before 2pm (AEDST) Friday 16 August 2013.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances. If you entered into your policy before 2pm (AEDST) Friday 16 August 2013
If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due to the earthquake in Wellington, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the earthquake in Wellington and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after 2pm (AEDST) Friday 16 August 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy.  If you entered into a policy after 2pm (AEDST) Friday 16 August 2013 we would expect that this was done with an awareness of the earthquake in Wellington.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake in Wellington.

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, we advise that the replacement accommodation you seek should be of a similar standard.
  • We will assess any 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.
  • We will publish this and any updated travel insurance advisories on our website: www.allianz-assistance.com.au

Travel insurance information about the Civil Unrest in Egypt – New Zealand residents

03 - 07 - 13

The following information concerns the civil unrest in Egypt and applies to travel insurance policies issued on or before midnight (NZDT) Wednesday 3 July 2013. We will assess all claims in accordance with your Policy Wording and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into your policy before midnight (NZDT) Wednesday 3 July 2013

If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due to the civil unrest in Egypt there is provision to claim for reasonable additional food, accommodation and travel expenses. 
  • Limits, conditions and exclusions apply under your policy, and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance. 
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the civil unrest in Egypt and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is less). 
  • 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.

Travel insurance information about the Civil Unrest in Egypt – Australian residents

03 - 07 - 13

The following information concerns the civil unrest in Egypt and applies to travel insurance policies issued on or before midnight (AEDST) Wednesday 3 July 2013. We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into your policy before midnight (AEDST) Wednesday 3 July 2013

If you are currently travelling:

  • If you have started your journey and your transport is delayed or cancelled due to the civil unrest in Egypt, there is provision to claim for reasonable additional food, accommodation and travel expenses. 
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the civil unrest in Egypt and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less). 
  • 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.

Flooding in Europe – New Zealand residents

04 - 06 - 13

The following information concerns the flooding in Europe and applies to travel insurance policies issued on or before midnight (NZDT) Tuesday 4 June 2013.

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

If you entered into your policy before midnight (NZDT) Tuesday 4 June 2013

If you are currently traveling:

  • If you have started your journey and your transport is delayed or cancelled due to the flooding in Europe there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy, and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the flooding in Europe and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is less).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

If you entered into a policy after midnight (NZDT) Tuesday 4 June 2013

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (NZDT) Tuesday 4 June 2013 we would expect that this was done with an awareness of the flooding in Europe.  For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flooding in Europe.

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 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.

Flooding in Europe – Australian residents

04 - 06 - 13

The following information concerns the flooding in Europe and applies to travel insurance policies issued on or before midnight (AEDST) Tuesday 4 June 2013.

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


If you entered into your policy before midnight (AEDST) Tuesday 4 June 2013.


If you are currently traveling:

  • If you have started your journey and your transport is delayed or cancelled due to the flooding in Europe, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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 your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the flooding in Europe and you have not yet departed you may be able to claim for cancellation or rearrangement of your journey (whichever is less),
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements and we recommend you contact them for further details.


If you entered into a policy after midnight (AEDST) Tuesday 4 June 2013

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDST) Tuesday 4 June 2013 we would expect that this was done with an awareness of the flooding in Europe. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flooding in Europe.


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, 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.

Cyclone Evan – Australian residents

14 - 12 - 12

The following information concerns Cyclone Evan and applies to travel insurance policies issued on or before midnight (AEDST) Friday 14 December 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 Cyclone Evan, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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, and you have already entered into insurance with us, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Cyclone Evan. 
  • 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.
  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDST) Friday 14 December 2012, we will consider that you will be aware of Cyclone Evan. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Cyclone Evan.

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, 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.

Cyclone Evan – New Zealand

14 - 12 - 12

The following information concerns Cyclone Evan and applies to travel insurance policies issued on or before midnight (NZDT) Friday 14 December 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 Cyclone Evan, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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), if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Cyclone Evan. 
  • 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.
  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (NZDT) Friday 14 December  2012, we will consider that you will be aware of Cyclone Evan. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Cyclone Evan.

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, 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.

Hurricane Sandy – Australian residents

27 - 10 - 12

The following information concerns Hurricane Sandy and applies to travel insurance policies issued on or before midnight (AEDST) Saturday 27 October 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 Hurricane Sandy, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance 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, and you have already entered into insurance with us, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Hurricane Sandy. 
  • 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.
  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (AEDST) Saturday 27 October 2012, we will consider that you will be aware of Hurricane Sandy. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Hurricane Sandy.

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, 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.

Hurricane Sandy – New Zealand residents

27 - 10 - 12

The following information concerns Hurricane Sandy and applies to travel insurance policies issued on or before midnight (NZDT) Saturday 27 October 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 Hurricane Sandy, there is provision to claim for reasonable additional food, accommodation and travel expenses.
  • Limits and exclusions apply under your policy and for full details you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.
  • 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, and you have already entered into insurancewith us, your policy includes cover for cancellation or the rearrangement of your journey (whichever is less), if your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of Hurricane Sandy. 
  • 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.
  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after midnight (NZDT) Saturday 27 October 2012, we will consider that you will be aware of Hurricane Sandy. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with Hurricane Sandy.

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 staror budget accommodation on your trip to date, 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 youroriginal 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.

Indian Ocean earthquake – Australian residents

11 - 04 - 12

The following information concerns the Indian Ocean earthquake and potential subsequent tsunami on Wednesday 11 April 2012 and applies to travel insurance policies issued on or before the 11 April 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:

  • Your policy includes cover for overseas emergency medical expenses. If you need 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.
  • If you have started your journey and your transport is delayed or cancelled due to the earthquake or possible tsunami 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 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 or possible tsunami.
  • 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, there is no provision to claim for any expenses relating to the earthquake or tsunami for policies issued on or after 12 April 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 – 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.

Indian Ocean earthquake – New Zealand residents

11 - 04 - 12

The following information concerns the Indian Ocean earthquake and potential subsequent tsunami on Wednesday 11 April 2012 and applies to travel insurance policies issued on or before 11 April 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:

  • Your policy includes cover for overseas emergency medical expenses. If you need 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.
  • If you have started your journey and your transport is delayed or cancelled due to the earthquake or possible tsunami 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 of possible tsunami.
  • 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, there is no provision to claim for any expenses relating to the earthquake or possible tsunami, for policies issued on or after 12 April 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 – 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. 

Flooding in Fiji – Australian residents

30 - 03 - 12

The following information concerns the flooding in Fiji and applies to travel insurance policies issued on or before 30 March 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 yourpolicy, 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 31 March 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 – 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. DFAT Fiji information hotline: 1300 555 135 or + 61 2 6261 3305.

Contact us

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

Flooding in Fiji – New Zealand residents

30 - 03 - 12

The following information concerns the flooding in Fiji and applies to travel insurance policies issued on or before 30 March 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 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 31 March 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 – 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.

AirAsia X cancellation of services – Australian residents

13 - 03 - 12

The following information concerns the withdrawal of the AirAsia X flight route between Christchurch and Kuala Lumpur effective 1 June 2012. The following travel insurance information applies to travel insurance policies issued on or before 13 March 2012.

We refer to the attached News Release from Air Asia X which advises that the current four weekly AirAsia X flights between Kuala Lumpur and Christchurch will be suspended, with the last flight on 30 May 2012 (from Kuala Lumpur) and 31 May 2012 (from Christchurch).

If you are affected by these changes and hold travel insurance with us that was issued on or before 13 March 2012, the following information will apply:

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 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.
  • 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 any compensation available to you through AirAsia X.
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
  • All travel insurance policies provide cover for unforeseen and unexpected circumstances only. Due to the media coverage, there is no provision to claim for any expenses relating to the cancellation of flights for policies issued on or after 14 March 2012.

If you are currently travelling:

  • If you have started your journey and your flight is cancelled due there is cover to claim for reasonable additional food, accommodation 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.
  • Given that the AirAsia X cancellations are not effective until 1 June 2012, we urge you to contact AirAsia X, our Allianz Global Assistance Information Hotline on 1300 725 154 or your travel agent to discuss your options.

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.
  • Any compensation and/or refunds you receive from Air Asia X or your credit card provider 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.

AirAsia X cancellation of services – New Zealand residents

13 - 03 - 12

The following information concerns the withdrawal of the AirAsia X flight route between Christchurch and Kuala Lumpur effective 1 June 2012. The following travel insurance information applies to travel insurance policies issued on or before 13 March 2012.

We refer to the attached News Release from Air Asia X which advises that the current four weekly AirAsia X flights between Kuala Lumpur and Christchurch will be suspended, with the last flight on 30 May 2012 (from Kuala Lumpur) and 31 May 2012 (from Christchurch).

 
Please note that AirAsia X has stated that they will offer guests who hold bookings after these dates an option of a full refund, a reroute to another AirAsia X destination (e.g. Australia to Kuala Lumpur or Kuala Lumpur to North Asia), or a rebook of a return flight prior to 31 May, 2012. We understand that if you are affected by these changes, AirAsia X will be in touch with you by email to canvas your options.

If you are affected by these changes and hold travel insurance with us that was issued on or before 13 March 2012, the following information will apply:

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 is cancelled there is provision to claim for reasonable additional food, accommodation 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.
  • Given that the AirAsia X cancellations are not effective until 1 June 2012, we urge you to contact AirAsia X, our Allianz Global Assistance Information Hotline on 0800 574 904 or your travel agent to discuss your options.

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.
  • 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 any compensation available to you through AirAsia X.
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.
  • 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 14 March 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 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 AirAsia X or your credit card company 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.

Financial collapse of Air Australia – Australian residents

16 - 02 - 12

The following information concerns the financial collapse and subsequent grounding of all Air Australia flights effective 17 February 2012. This applies to travel insurance policies issued on or before 16 February 2012.

We will be providing cover for reasonable costs to customers impacted by the financial collapse of Air Australia.


What do you need to know about your policy?

If you are currently travelling:

  • If you have started your journey and your flight is cancelled due to the financial collapse, you may 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.

If you have not yet departed:

  • If you have not yet departed, we recommend you contact your travel agent or travel provider regarding the best and most cost effective option in altering or cancelling your trip. There maybe options available to you in this instance with other airline providers.
  • For any other outstanding expenses you will need to submit a claim for assessment.
  • All travel insurance policies provide cover for unforeseen and unexpected circumstances. Due to the extensive media coverage, there is no provision to claim for any expenses relating to the cancellation of flights for policies issued on or after 17 February 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. 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.
  • Any compensation and/or refunds you receive from Air Australia or your credit card provider 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.

Financial collapse of Air Australia – New Zealand residents

16 - 02 - 12

The following information concerns the financial collapse and subsequent grounding of all Air Australia flights effective 17 February 2012. This applies to travel insurance policies issued on or before 16 February 2012.

We will be providing cover for reasonable costs to customers impacted by the financial collapse of Air Australia.
What do you need to know about your policy?

If you are currently travelling:

  • If you have started your journey and your flight is cancelled due to the financial collapse, you may 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.

If you have not yet departed:

  • If you have not yet departed, we recommend you contact your travel agent or travel provider regarding the best and most cost effective option in altering or cancelling your trip. There maybe options available to you in this instance with other airline providers.
  • For any other outstanding expenses you will need to submit a claim for assessment.
  • All travel insurance policies provide cover for unforeseen and unexpected circumstances. Due to the extensive media coverage, there is no provision to claim for any expenses relating to the cancellation of flights for policies issued on or after 17 February 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. 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.
  • Any compensation and/or refunds you receive from Air Australia or your credit card provider 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.

Q+A financial collapse of Air Australia

16 - 02 - 12

Your questions answered about travel insurance.

Your questions answered about travel insurance
If you purchased our travel insurance policy on or before Thursday 16 February 2012, the following questions and answers relate to the travel insurance cover that Allianz Global Assistance policies are providing to Australian and New Zealand travellers affected by the financial collapse and subsequent grounding of all Air Australia flights.

Q: If I am stranded in another country will Allianz Global Assistance cover the cost of additional accommodation/hotel expenses while I wait to rearrange my flight home?

A: We will cover the cost of reasonable accommodation expenses while you wait for your flight home. Limits apply as per your policy wording that you would have received when you purchased your travel insurance. You will need to supply confirmation of your Air Australia itinerary or boarding pass.

We are here to help our customers that are affected as a result of the financial collapse of Air Australia.

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 while you are finalising your new flight schedule. If you have already incurred costs for additional accommodation, these reasonable costs can be refunded once you submit your claim with us. We can also transfer your call through to relatives or friends for assistance.

Please retain copies of all your receipts to substantiate your claim.

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

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

Q: There are some Australian and New Zealand travellers stranded in other countries at the moment and they may be able to board a flight to fly back to Australia or New Zealand via alternative arrangements, will Allianz Global Assistance cover these travel costs?

A: Yes we will provide cover for reasonable travel expenses. By reasonable we mean 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 retain copies of all your receipts to substantiate your claim with us.

Q: What if the travellers are short of cash or credit, can Allianz Global Assistance help?

A: We cannot send you cash but we are able to act as a guarantor for expenses with accommodation and/or travel providers. We can also transfer your call through to relatives or friends for assistance.

Q: What else should I be aware of?

A: When you call us to discuss your travel options and policy cover, it would be useful if you had a copy of your travel itinerary with you—that 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. By reasonable we mean 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.

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.

Q: If I have booked to fly with Air Australia in the future, will Allianz Global Assistance cover the cost of my cancelled flight and all the accommodation and tours I had booked?

A: If you have not yet departed, we recommend you contact your travel agent or travel provider regarding the best and most cost effective option in altering or cancelling your trip. There maybe options available to you in this instance with other airline providers.

For any other outstanding expenses you will need to submit a claim for assessment.

All travel insurance policies provide cover for unforeseen and unexpected circumstances.  Due to the extensive media coverage, there is no provision to claim for any expenses relating to  the cancellation of flights for policies issued on or after 17 February 2012.

Allianz Global Assistance has a 24 hour emergency assistance number for any policyholder 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.

Fiji Flooding January 2012 – Australian residents

24 - 01 - 12

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.

Fiji Flooding January 2012 – New Zealand residents

24 - 01 - 12

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.

Christchurch earthquake and subsequent aftershocks December 2011- Australian residents

24 - 12 - 11

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.

Christchurch earthquake and subsequent aftershocks December 2011 – New Zealand residents

24 - 12 - 11

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.

Flooding in Thailand and Cambodia – Australian residents

10 - 11 - 11

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 staror 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 websitewww.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.

Flooding in Thailand and Cambodia – New Zealand residents

10 - 11 - 11

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.

Strike action by Qantas workers and the cancellation of Qantas flights – Australian residents

29 - 10 - 11

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

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

Strike action by Qantas workers and the cancellation of Qantas flights – New Zealand residents

29 - 10 - 11

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:

  • 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

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

Q+A: Strike action by Qantas workers and the cancellation of Qantas flights – Australian residents

29 - 10 - 11

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.

Q+A: Strike action by Qantas workers and the cancellation of Qantas flights – New Zealand residents

29 - 10 - 11

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.

Australian Customs officers strike action – Australian residents

26 - 10 - 11

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. 

Australian Customs officers strike action – New Zealand residents

26 - 10 - 11

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 optionin 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.

Chilean ash clouds – Australian residents

17 - 10 - 11

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.

Chilean ash clouds – New Zealand residents

17 - 10 - 11

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.

Hurricane Irene – Australian residents

26 - 08 - 11

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. 

Hurricane Irene – New Zealand residents

26 - 08 - 11

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 reversechargeor  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.

Grounding of Tiger Airways – Australian residents

01 - 07 - 11

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.

Grounding of Tiger Airways – New Zealand residents

01 - 07 - 11

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.

Christchurch earthquake and subsequent aftershocks June 2011 – Australian residents

14 - 06 - 11

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. 

Christchurch earthquake and subsequent aftershocks June 2011 – New Zealand residents

14 - 06 - 11

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 Chile volcano and ash clouds – Australian residents

12 - 06 - 11

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 Chile volcano and ash clouds – New Zealand residents

12 - 06 - 11

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. 

Iceland volcano and ash cloud – Australian residents

23 - 05 - 11

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. 

Iceland volcano and ash cloud – New Zealand residents

23 - 05 - 11

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. 

Koh Samui flooding – Australian residents

30 - 03 - 11

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.

Koh Samui flooding – New Zealand residents

30 - 03 - 11

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.

Japan earthquake and tsunami – Australian residents

12 - 03 - 11

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.

Japan earthquake and tsunami – New Zealand residents

12 - 03 - 11

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. 

Christchurch earthquake – Australian residents

22 - 02 - 11

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.

Christchurch earthquake – New Zealand residents

22 - 02 - 11

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. 

Civil unrest in Libya – Australian residents

22 - 02 - 11

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.

Civil unrest in Libya – New Zealand residents

22 - 02 - 11

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. 

Cyclone Yasi – Australian residents

02 - 02 - 11

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

Cyclone Yasi – New Zealand residents

02 - 02 - 11

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.

Civil unrest in Egypt – Australian residents

29 - 01 - 11

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.

Civil unrest in Egypt – New Zealand residents

29 - 01 - 11

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.

Bali volcano – Australian residents

27 - 01 - 11

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.

Bali volcano – New Zealand residents

27 - 01 - 11

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. 

Queensland and New South Wales floods – Australian residents

06 - 01 - 11

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.

Queensland and New South Wales floods – New Zealand residents

06 - 01 - 11

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.