Travel Insurance by Travelsure – Part of one of the world's most respected Travel Insurance groups

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Frequently asked questions

See below for a list of our frequently asked questions. Please contact our friendly customer service here if you are unable to find the answer to your question.

The Cover

A: Yes in most cases we will, with Options or Essentials up to 12 months. Please contact your Travel Agent or our Customer Service Department for more information.

A: Yes however be eligible for our annual Business Policy you must meet the following criteria:

•     Up to 69 years of age at the time of policy issue
•     New Zealand resident
•     Travel must be mainly for business purposes and for a New Zealand company

You may find that an Annual Multi-Trip policy may suit you if you do not fit these criteria.

A: In most cases yes we will. Travelsure Travel Insurance policies allow you to stay away for a maximum of 24 months. There are tighter restrictions on durations for some destinations and age groups. In particular, if you are travelling to the Americas or Africa, we can only offer cover up to 18months. Please contact your Travel Agent or our Customer Service Department for more details.

A: There is provision to claim for the purchase of essential items of clothing and toiletries if your entire luggage is delayed for more than 24 hours by a Transport Provider. Limits of this cover on:

•     Options (Plan I) are up to $500 for delays in excess of 24 hours and up to $2000 for delays in excess of 72 hours
•     Essentials (Plan IE) is up to $500 if delay is in excess of 24 hours
•     Business is up to $500 for delays in excess of 24 hours and up to $1000 for delays in excess of 48 hours.
•     Corporate is up to $1000 for delays in excess of 12 hours and up to $2000 for delays in excess of 72 hours

A: We automatically cover your children and grandchildren plus 1 non-related child per adult traveller provided they are all dependent (not in full time employment) and under 21 years. (Please Note: Children are not covered on any Domestic Plan C policies (Cancellation and Amendment for Domestic) – on this plan the premium is per person.

Travelsure Corporate Plans – provides cover for six accompanying children to travel on the Corporate policy as long as they are travelling with the policyholder.

A: Yes. Travelsure Travel Insurance policies offer cover for snow skiing and snowboarding provided you pay an additional premium. However you will NOT be covered if you are racing, off-piste or participating in a professional capacity even if you pay the extra amount.

A: Before departure, you must contact the agent you purchased the insurance from to arrange extra cover. Check the policy brochure for limits. Please note that you will need to provide us with a valuation and the purchase receipt for the items if you need to claim on an item.

A: We cover many different types of sporting activities as long as the activity is not in a professional capacity and not listed in the "We Will Not Under Any Section Pay For" section of the policy wording. We cannot provide cover for participation in any races other than on foot (i.e. walking or running).

A: Yes, on our annual multi Business policy up to 6 weeks on non-business travel can be taken per year. Cover is also provided when you are more than 250kms from your home

Medical

A: There is provision for Emergency Dental Treatment overseas however there is no provision for dental treatment caused by or related to the deterioration and/or decay of teeth or associated tissue, or involving the use of precious metals.

A: Yes - you must submit a new Assessment Form (or at least pages 2 and 3) for each policy you want to take.

A: We only require your Doctor to complete your form if you would like cover for your Existing Heart Condition. For assessment of other Conditions, please complete pages 2 and 3 of the assessment form. If you don’t want cover for your Heart Condition you will still need to complete pages 2 and 3 of the assessment form. Please indicate on the form that you do not want cover. In this case we do not require your Doctor to complete the form. If you are only travelling to Australia, are under 75 and not terminal, no forms are required to cover your existing medical condition however you may need to pay an additional fee. See our policy wording for more details.

A: All Travelsure Travel Insurance policies automatically cover some Existing Medical Conditions (please see the applicable policy wording brochure for details). Some of these are covered for free, and some may require an extra premium to be paid.

A: We will attempt to assess your condition as quickly as possible. We will usually be able to make an assessment and respond to you within 2 business days. If you submitted your assessment via a travel agency, we will respond to the travel agency provided that you have authorised us to do so.

A: Travelsure Travel Insurance policies provide cover for pregnancy, but the following conditions apply:

If you are aware of your pregnancy at the time of issue of the policy there have been complications with this or any previous pregnancy or the conception was medically assisted, you will be required to complete an Assessment Form prior to cover being accepted.

•     No cover is provided for standard check-ups or scans.
•     No cover exists where unexpected serious complications of your pregnancy occur after the 26th week of pregnancy.
•     Cover cannot be provided for childbirth or the health of a newborn child, regardless of the stage of pregnancy at which the child is born.

Claims

A: We aim to respond to all claims within 10 working days. If we require information or documents that were not supplied when the claim was submitted, we will be in touch. In these cases, the turnaround time may be greater than 10 working days.

A: You may only use the same policy if your travel dates have not changed. Otherwise, you may need to purchase another policy for your new travel dates. Please check with your Travel Agent, or call our Customer Service Department for details.

A: You should provide as much supporting evidence as you can. To avoid unnecessary delays, please read the instructions carefully on the claim form and gather all documents listed in the checklist on the back of the form before submitting your claim. When sending receipts or documentation we require originals, so it’s a good idea to make copies before you submit your claim.

A:  You will need to complete a Claim Form and send it to us within 60 days of the completion of your journey.

A: You will need to complete a Claim Form and send it to us. To download a claim form, click here. When filling out the form, take care to provide as much detail as possible regarding the event you are claiming for.