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 passport or a bout of the flu, it’s important that you follow the right steps if you need to make a claim on your Visiting New Zealand 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

Claims must be lodged through our online portal here

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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


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 enjoy your time in New Zealand. 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. 

Download Visiting NZ claim form

If you have any other questions about making a claim on your Visiting New Zealand 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:


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.