Lost or stolen items cover

We want you to come home with more than you left with - not less. Losing anything on holiday is very upsetting, getting your luggage stolen is even worse. But if this does happen to you don’t worry - we have policies that offer cover for baggage and personal items up to $25,000 per journey (Individual cover) and $50,000 per journey (Family cover) (excess applies).


Delayed baggage

If your bags don’t end up where you are overseas as a result of an unexpected event during your journey, and it takes longer than 12 hours for your transport provider to return them from the time of arrival at your overseas destination, don’t panic. Our policy provides cover for you to purchase essential items of clothing and personal effects, to the value of $1,000 per person, to a maximum of $5,000 per journey. You’ll need to provide us with a delayed baggage report from the carrier and original receipts for expenses incurred, so when you purchase the essentials make sure you keep the receipts.


Essential medication

We will cover the cost and assist you to arrange the replacement of essential medication if it’s lost, stolen, damaged or delayed as a result of an unexpected event during your journey. It must be prescribed by a registered medical practitioner for a covered condition for us to cover the cost. It’s a good idea to leave a list of all medications and from where they were dispensed with someone at home in case you need to replace these in a hurry. 


Lost, damaged or stolen personal items

If, as a result of an unexpected event during your journey, you lose something or it gets stolen or damaged and is unrecoverable, we want to help you get those items replaced:

  • Unspecified items, such as clothes and other essentials are covered under our policy for up to $1,500 per item.
  • Unspecified jewellery and watches are covered to a maximum combined total value of up to $2,500 per journey.
  • Laptops, personal computers, tablets, cameras and related accessories that are unspecified are covered up to $3,000 per item, to a maximum combined total of $10,000 per journey.

For unspecified personal items the amount we will pay you is based on the original purchase price, less an allowance for depreciation.

Specified personal items

If you intend on travelling with jewellery, watches or electronics worth more than the dollar values above (and you want them covered on your policy), you’ll need to specify the items when you purchase your policy. If cover is provided you’ll need to pay an additional premium and we’ll confirm they are covered in writing on your Certificate of Insurance, so you can relax and enjoy your travels. Payments for specified personal items will not exceed $10,000 per item and $15,000 per journey for all items.

What is an unexpected event?

We consider an unexpected event to be a cause or event that occurs during your period of insurance that was sudden, unforeseeable or unintended, was outside of your control, and could not reasonably have been anticipated or avoided.

Need some help?

If you would like to get in touch, we’re here to help. Please feel free to email us at any time, or speak to one of our friendly insurance experts on 0800 800 571 Monday – Friday, 8.30am – 7.00pm NZST/NZDT.

When calling from overseas, our worldwide emergency assistance team is available 24 hours a day, 7 days a week on +64 9 359 1600.

What you need to know

This page provides a summary of the key terms only. As with all insurance policies, terms and conditions apply. For our terms and conditions (including information about exclusions, excesses and sub limits) we recommend you read the travel insurance Policy Document.