How to claim

There’s always a possibility for the unexpected to happen while you’re in New Zealand, and if it does, we’re here to help.

Whether it’s a stolen laptop or a bout of the flu, it’s important that you follow the right steps if you need to make a claim on your International Student travel insurance policy. This page outlines how to submit a claim, what you’ll need and what happens once your claim is lodged.

How to make a claim

Students must lodge their claims through our online portal.

If you’re having trouble viewing this page, try using a different website browser, clearing your browser cookies, or contacting us.

What information do you need?

Ensure you have the following information ready before you start the claims process:

  • Your current policy number
  • The main policyholders surname
  • The main policyholders date of birth
  • The email address used to buy your policy
  • Your New Zealand bank account number

What happens after I submit my claim?

Once you’ve completed your claim online, you’ll receive a confirmation email that will include your claim number and will outline the supporting documents we need to process your claim.

Please reply to the confirmation email or email your supporting documents to Remember to include your name and policy number in this email, as well as your claim number in the subject line of the message. Please also write your name and claim number on each supporting document you provide.

It’s important that you keep your original documents while your claim is being assessed as your claim’s assessor may require you to post us the originals. We will let you know if we do need your original documents.

Once we receive your supporting documents, we’ll send you an email advising when we estimate that a dedicated Claims Assessor will be in touch.

What are supporting documents?

We need additional information before we can proceed with your claim. Examples of supporting documents are police reports, receipts, medical reports and travel itineraries. We’ll let you know what kinds of documents we need to process your claim, and whether we need to contact a third party to verify them.

It’s always a good idea to keep these kinds of documents safe while you’re travelling, in case they’re required later on.

How long will it take to process my claim?

We know that making a claim can be confusing and frustrating, especially when you’re trying to focus on your studies. That’s why we’re committed to providing a claims process that is as stress-free and efficient as possible.

There is no set length of time to process your claim; it mostly depends on the nature of your situation. Busy periods, like the Christmas holidays, can also cause delays. Your Claims Assessor will advise on an expected resolution date.


If you are unable to lodge your claim online, please submit a paper claim form using the link below. 

Claim form

If you have any other questions about making a claim on your International Student travel insurance, you can contact us at:

New Zealand phone number: 0800 784 691 International phone number: +64 9 9796597
Chinese language service: 0800 728 721
Email address:

Issued and underwritten by Southern Cross Benefits Limited trading as Southern Cross Travel Insurance. 

We are a Registered Financial Service Provider and a member of the Insurance & Financial Services Ombudsman Scheme.  Southern Cross Benefits Limited has an A (Strong) financial strength rating given by Standard & Poor's (Australia) Pty Ltd. The rating scale is: AAA (Extremely Strong) AA (Very Strong) A (Strong) BBB (Good) BB (Marginal) B (Weak) CCC (Very Weak) CC (Extremely Weak) SD or D (Selective Default or Default) R (Regulatory Supervision) NR (Not Rated). Ratings from 'AA' to 'CCC' may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories.  Full details of the rating scale are available at Standard & Poor's (Australia) Pty Ltd is an approved agency under the Insurance (Prudential Supervision) Act 2010.

All our travel insurance policies (including but not limited to the benefits, terms, conditions and exclusions) and premiums quoted are subject to change.

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