We're terribly sorry to hear about the ongoing bush fires in Canada, and our thoughts are with those who are affected by this event.
If you have an emergency, please contact our Worldwide Emergency Assistance Team as soon as possible on +64 9 359 1600.
Please check www.safetravel.govt.nz for any government travel advice.
If you purchased your policy prior to Tuesday 8th August 2017, 9am NZDT, and your pre-paid travel plans have been affected by the bush fires in Canada:
There is cover under your policy if you have to cancel or alter your pre-paid travel plans. We will reimburse you the lower of either:
(a) the total value of your actual and reasonable additional alteration costs; or
(b) the total value of your unused, prepaid costs.
Please contact your service provider in the first instance. Airlines, accommodation providers and tour companies may provide refunds, credit notes or alter your bookings without charging additional fees.
If you submit a claim with us, please send the following:
- Original receipts for any additional expenses you may incur.
- Documents (such as itineraries) that show us the cost of your original and your altered travel plans.
- Documentation from your service provider stating their policy regarding compensation/refunds relating to this event.
The relevant policy excess will apply to all claims.
If you are currently overseas and your return to New Zealand is affected by the bush fires in Canada, your policy will automatically extend until you are able to return on the next available flight. You do not need to contact us to organise this extension.
Please refer to ‘Section 2 - Changes to Your Journey’ in your PDS, including Policy Wording for further information.
If you purchased your policy prior to Tuesday 8th August 2017, 9am NZDT, and your pre-paid travel plans have not been affected by the bush fires in Canada:
If your plans have not been affected by the bush fires in Canada, there is no provision to make a claim to cancel or alter your trip due to this event.
If you purchased your policy on or after Tuesday 8th August 2017, 9am NZDT:
As this situation is not considered to be unexpected from this date and time, there is no cover under your policy for any expenses you may incur because of the bush fires in Canada. You will still be covered for other unexpected events according to the terms and conditions of your policy.