If you purchased your policy prior to Tuesday 2nd August 2016 9am NZST, and your pre-paid travel plans have been affected by the new Mt Rinjani volcanic ash cloud:
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. Additional travel and accommodation expenses must be of the same nature and class as originally purchased.
If you are currently overseas and your return to New Zealand is affected by the new Mt Rinjani volcanic ash cloud, 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.
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 the new Mt Rinjani volcanic ash cloud.
The relevant policy excess will apply to all claims.
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 2nd August 2016 9am NZST, and your pre-paid travel plans have not been affected by the new Mt Rinjani volcanic ash cloud:
If there is no travel advisory risk rating of ‘High’ or ‘Extreme’, there is no provision to make a claim to cancel or alter your trip due to the new Mt Rinjani volcanic ash cloud.
For example, 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 cancel your trip.
If you purchased your policy on or after Tuesday 2nd August 2016 9am NZST:
There is no cover under your policy for any expenses you may incur as a result of this Mt Rinjani volcanic ash cloud, as disruptions resulting from this volcanic ash cloud are not considered to be unexpected from this date and time onward. You will be covered for other unexpected events according to the terms and conditions of your policy.
If you have an emergency, please contact our Worldwide Emergency Assistance Team as soon as possible on +64 9 359 1600.
Please contact us at firstname.lastname@example.org. This advice should be read in conjunction with your PDS, including Policy Wording.
Don’t forget to check www.safetravel.govt.nz for any government travel advice.