We are sorry to hear about the earthquake in Mexico, our thoughts are with anyone at this time who may be affected by this.
If you have an emergency, please contact our Emergency Assistance Team as soon as possible on +64 9 359 1600.
If you are affected by this event, please check Safe Travel www.safetravel.govt.nz for any government travel advice.
If you purchased your policy prior to Wednesday 20 September 6.15am NZST, and your pre-paid travel plans have been affected by the Mexico City Earthquake:
There is cover under your policy if you have to alter your pre-paid travel plans. This includes any necessary changes to your domestic flights, provided they are within 12 hours of an international flight.
We will reimburse you the lower of either:
- the total value of your actual and reasonable additional alteration costs; or
- 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 Mexico City Earthquake delays or cancellations.
The relevant policy excess will apply to all claims.
If you are currently overseas and your return to New Zealand is affected by this event, 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 20 September 6.15am NZST, and your pre-paid travel plans have not been affected by Mexico City Earthquake delays or cancellations:
If you have not yet departed New Zealand, and your flights and accommodation are still operating and available, there would be no cover provided to alter your trip.
If you purchased your policy on or after 20 September 6.15am NZST:
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 as a result of Mexico City Earthquake delays or cancellations. You will still be covered for other unexpected events according to the terms and conditions of your policy.