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Cancelling or changing your journey before you leave

We know that sometimes the unexpected happens and you may have to change or cancel your travel plans. That’s why our TravelCare policy includes cover for cancelling or changing your journey before you leave New Zealand.

What we cover

Can you choose your cancelling or changing your journey cover amounts?

When you protect yourself with a TravelCare policy, you have the option to personalise your cancelling or changing your journey cover. To help you decide which amount to select, think about how much you would lose if you had to cancel or change the dates of your journey before leaving New Zealand due to an unexpected event.

Individual cover options
for cancelling or changing your journey before you leave
(per journey)
Family cover options
for cancelling or changing your journey before you leave
(per journey)
$2,500 (standard limit) $5,000 (standard limit)
$5,000 $10,000
$10,000 $20,000
Unlimited Unlimited

You can choose to increase your cover while booking your policy online. We’ll always show you how these options affect the price of your travel insurance so you can choose whether it’s right for you.

Cancelling or changing your journey due to an unexpected event

Whether it’s because of a sudden illness or a broken bone, sometimes you have no choice but to change your travel plans or cancel them altogether.

If an unexpected event causes you to cancel or change the dates of your journey, subject to the terms ,conditions and exclusions of the policy you will be covered for the lower amount of either the total value of your actual and reasonable additional costs; or the total value of your unused, prepaid costs for each equivalent expense type, including scheduled transport, accommodation expenses and pre-booked tours up to the amount stated in the Section D2 Coverage table less all refunds and credits you are eligible to receive from third parties in respect of both your additional costs and your unused prepaid costs.

Delayed journey to a special event

Your TravelCare policy also includes cover if your journey to a special event (like a wedding or a concert) is delayed because of an unexpected event.

Subject to the terms, conditions and exclusions of the policy, we’ll cover you for actual and reasonable additional costs of alternative transport that will let you make your event on time, up to the amount specified in the ‘Cancelling or changing your journey cover amount as confirmed on your Certificate of Insurance, or $3,000 per person and $6,000 per journey (whichever is lower).

Things to keep in mind

Claim refunds from your travel providers

Your transport, accommodation and tour operators may offer refunds and credits if you need to change or cancel your travel plans. Your TravelCare cover for cancellation and alteration doesn’t include these available refunds, so ensure you claim these directly from your travel providers.

Like for like replacement

If you need to claim for additional travel and accommodation costs, they need to be of the same class as your original booking and can’t be upgraded without our written approval beforehand.

Covered for the unexpected

Your TravelCare policy covers you for the unexpected, so if you’ve been on a hospital waiting list and need to cancel your trip because you’ve been called into surgery, you won’t be eligible for cover under the ‘Cancelling or changing your journey’ section of your policy. Likewise, if you fail to check in with your airline or board at the right time, you won’t be covered.

What is an unexpected event?

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

How to make a claim

If the unexpected happens and you need to make a claim, we’re here to help. You can visit our make a claim page and enter your details, tell us what happened and send us your supporting documents. A dedicated claims manager will contact you as soon as possible.

Learn more about our TravelCare policy

This page provides a summary of the key terms under Section D2 Cancelling or changing your journey before you leave. As with all insurance policies, terms and conditions apply. For our complete terms and conditions (including information about exclusions, excesses and sub limits) we recommend you read the travel insurance policy document.

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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