We want you to come home with more than you left with - not less. Losing anything on holiday is very upsetting, getting your luggage stolen is even worse. But if this does happen to you don’t worry - we have policies that offer cover for up to $25,000 for an individual policy and $50,000 for a family policy (excess applies).
If your bags don’t end up where you are overseas as a result of an unexpected event, and it takes longer than 12 hours for your transport provider to return them, don’t panic. Our policy provides cover for you to purchase essential items of clothing and personal effects, to the value of $1,000 per person, to a maximum of $5,000 per journey.
You’ll need to provide us with a delayed baggage report from the carrier and original receipts for expenses incurred, so when you purchase the essentials make sure you keep the receipts.
We will cover the cost and assist you to arrange the replacement of essential medication if it's lost, stolen, damaged or delayed as a result of an unexpected event. It must be prescribed by a registered medical practitioner and be required for your health for us to cover the cost. It’s a good idea to leave a list of all medications and from where they were dispensed with someone at home in case you need to replace these in a hurry. It’s also advisable to keep some of these medications split between your hand luggage and checked luggage, just in case you lose one of your bags.
Lost or stolen items
If, as a result of an unexpected event, you lose something or it gets stolen or damaged and is unrecoverable, we want to help you get those items replaced. For no additional cost:
- Unspecified items, such as clothes and other essentials are covered in our policy for up to $1,500 per item
- Unspecified jewellery and watches are covered to a maximum combined total value of up to $2,500 per journey
- Laptops, personal computers, tablets, cameras and related accessories that are unspecified are covered up to $3,000 per item to a maximum combined total of $10,000 per journey
For unspecified items the amount we will pay you is based on the original purchase price, less an allowance for depreciation.
If you intend on travelling with jewellery, watches or electronics worth more than the dollar values above (and you want to have them covered on your policy), you’ll need to specify the items when you purchase your policy. If cover is provided you’ll need to pay an additional premium and we’ll confirm they are covered under your policy in writing on your policy certificate, so you can relax and enjoy your travels. Payments for specified items will not exceed $10,000 per specified item and $15,000 per journey for all specified items.
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, 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 worldwide 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 NZST/NZDT 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.