Cancellation and alteration cover

Something unexpected has come up and you just can’t leave as you planned? No worries!

As long as it falls under the terms and conditions of your policy, we’ve got you covered for up to $50,000 per journey for an individual policy, and up to $100,000 per journey for a family policy. Note excess applies.

Alteration cover and cancellation cover

If, as a result of an unexpected event, you have to cancel, or alter your travel before you depart, you can make a claim under the ‘changes to your journey’ section of the policy. We will reimburse you for the lower amount of either the total value of your additional alteration costs (provided they are reasonable) or for the total value of your unused, prepaid costs.

Frequent Flyer cover

If your ticket was purchased with Frequent Flyer Points we will cover you for up to $5,000 per journey. If your frequent flyer points were redeemed as an equivalent dollar value, we will reimburse you for that amount. If there was no dollar value specified, then we will reimburse you for the equivalent dollar amount as advised by the transport provider. Alternatively, if your frequent flyer points provider only charges a reinstatement or penalty fee, we will reimburse you for that fee.

When am I covered?

You are covered for cancellation or alteration arising as a result of an unexpected event from the start date of insurance until you leave New Zealand. Once you have departed, provided your travel has been interrupted for more than 12 hours, you are covered for travel interruption up to $30,000 per journey or qualifying expenses incurred within the first 30 days, whichever is lower. For more details about travel interruption cover once your journey has started, read about our travel delay cover here.

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; and was outside of your control, and could not reasonably have been anticipated or avoided.

Who do you call?

The most important thing to do is not worry - we’re here to help you when you need us.

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

If you’re calling from New Zealand, you can reach us Monday – Friday 8.30am to 5pm NZDT/NZST on 0800 800 571.

What you need to know

This 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 Product Disclosure Statement (PDS), including Policy Wording.

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

*Terms and conditions apply to the promotion and to the purchase of a TravelCare policy.

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.

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