We hope you won’t need it, but unfortunately sometimes the unexpected happens.
If you or an insured family member is hospitalised as a result of an unexpected event, it can make a significant difference if you know you have cover for any substantial medical costs. At SCTI, we offer unlimited cover under the medical and evacuation section of your TravelCare policy for unexpected events that arise while on your journey. Because when it comes to you, we want to ensure you get the help and care you need, to be able to return home.
Medical emergencies – when to contact us for prior approval
- need to be admitted into a hospital; or
- require a surgical procedure/treatment;
- or at any time become aware, or anticipate your medical or related expenses will exceed $2,000;
make sure you or someone acting on your behalf calls our emergency assistance team for prior approval as soon as practicable.
If you’re covered, we can assist you by liaising with the hospital to confirm payment for the treatment you need, or reimburse you – so you don’t have to worry about the costs, and can receive the treatment you need as soon as possible.
If we have confirmed cover for your hospital claim, we will also provide you with a cash allowance, if you are required to stay in hospital for more than 72 hours. For more details about this benefit, please read cash allowance whilst in hospital.
If you are medically fit to travel, we may evacuate you home to New Zealand, or another country specified by us for further treatment.
Extra travel and accommodation
If you do not need to remain in hospital (and we have confirmed cover for your medical expenses or would have confirmed cover but instead these are covered under public funded services), and it is confirmed that you are not fit to travel, we will reimburse you for your additional actual and reasonable costs necessarily incurred. We will cover related travel, communication, accommodation and meals for you and all other travellers accompanying you (named on your Certificate of Insurance), until you are fit to travel.
Support person or family member
If you are travelling alone and you have been hospitalised for more than 10 days (and we have confirmed cover for your medical expenses or would have confirmed cover but instead these are covered under public funded services), we will pay for a person nominated by you to accompany you. Costs we will cover (for your accompanying person) include a scheduled return economy flight from New Zealand to the location you are hospitalised, and their actual and reasonable accommodation and meal expenses up to a combined total of $5,000 per journey.
Minor medical problems - you don't need to contact us
If you need to visit a registered medical practitioner for a consultation or a registered dentist for emergency dental treatment, and you do not require hospitalisation or any further medical treatment during your journey you DO NOT need to contact Southern Cross Emergency Assistance. Instead simply pay your account and submit a claim to us with your supporting documents.. Remember it is important to retain all original receipts, and ask for a copy of all consultation notes from the treating doctor, as these will be needed in order to assess your claim.
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 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.