Travel Warnings

Sulawesi, Indonesia Tsunami, October 2nd 2018 

On 28 September 2018, a 7.5 magnitude earthquake and subsequent 18-foot tsunami hit Central Sulawesi leaving Palu and the surrounding area devasted.  The media are advising that well above 800 people have died in this tragic event. Our heart-felt thoughts go out to all those individuals and families that have been affected.

Communications and transport infrastructure in the Palu area have been paralysed. New Zealanders wishing to depart the area should check with their local travel provider, monitor media and follow the instructions of local authorities. The level of advice from the Safetravel.govt.nz (MFAT) remains; Avoid non-essential travel to Lombok and the Gili islands, Papua and West Papua. Exercise increased caution in Indonesia, including including in Jakarta, Surabaya and Bali. Please visit the Safe Travel website to stay up to date with the latest advice issued by MFAT.

If you are in Indonesia and need emergency assistance, please call us on (+) 64 9888 9274.

Lombok, Indonesia Earthquake, August 6th 2018 

We are aware that an earthquake has struck on the island of Lombok in Indonesia which may have an impact on policyholders travelling to the area. Our sympathies and thoughts go out to all those affected by this.

We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up to date with the latest travel advice from Smartraveller.


If you are currently travelling:

  • If you are currently travelling and are in need of emergency assistance please call  (+) 64 9888 9274
  • If you have started your journey and your transport is cancelled, delayed, or diverted; or your accommodation is affected as a direct result of the earthquake, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

 

If you haven't departed yet:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Lombok earthquake and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
     

Claims information:

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. For any questions, please contact Customer Service on 0800 263 373 or email info@travelclaimscentre.co.nz.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

Mount Agung, Bali Update, June 29th 2018

We wish to update customers about Mount Agung in Bali. The volcano continues to erupt intermittently and there is a volcanic ash cloud that is causing some disruption to flights.  

Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT), 2017.  

Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017 (NZDT). The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. 

If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all Bali travel alerts below for further information.

Hawaii Volcano Kilauea Eruption And Ash Cloud, May 18th 2018

The Kilauea Volcano on Hawaii has erupted and we are closely monitoring events.

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline. 

If You Purchased A Policy Before 6.30pm On May 4th 2018 (NZST): Cover Is Available

The following information concerns those affected by the volcanic activity cloud that purchased their policy within dates where cover was available.

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Kilauea volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Kilauea volcanic activity.

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Kilauea volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Claims Information

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.

If You Purchased A Policy After 6.30pm May 4th 2018 (NZST): Cover Is Not Available

Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy after the time noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Kilauea Volcano or subsequent volcanic ash clouds.

Volcanic eruption overview, February 23rd 2018

Mt. Sinabung, Sumatra, Indonesia – Erupted on 13 January
Mt. Agung, Bali, Indonesia – Erupted on 16 January
Mt. Mayon, Philippines – Impending Eruption

As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.

For details on cover for Mt. Agung please refer the travel alerts below.

Mount Agung, Bali Update January 16th 2018

We wish to inform customers about an update on Mount Agung in Bali. The volcano continues to erupt intermittently. The latest eruption occurred on 16th January 2018 resulting in further Ash Clouds. Our policy continues to EXCLUDE COVER FOR MOUNT AGUNG VOLCANO. This has been in place since November 22nd 2pm (NZDT). 

Cover is only available for Mount Agung If you purchased a policy before 12am 16th September 2017 (NZDT) or between 11am 6th November and midday 22nd November 2017: The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. 

If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Please refer to all the travel alerts below for further information.

Mount Agung Volcanic Eruption - Bali

Updated Alert: 27th November 2017

Bali’s Mount Agung volcano has erupted for a second time causing disruptions to flights in and out of Bali.

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely. For a full list of affected flights, please check with your airline. 

Qantas: 13 13 13; +62 21 25556300

Virgin: 13 67 89; +61 7 3295 2296

Jetstar: 13 15 38; +61 3 9645 5999

Garuda Air: +62 21 2351 9999

Tigerair: 1300 174 266; +61 7 3295 2104

If you purchased a policy before 10am 16th September (AEDT) or between 9am 6th November and midday 22nd November 2017: Cover is available

The following information concerns those affected by the Mount Agung volcanic ash cloud that purchased their policy within dates where cover was available.

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

• If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.

If you have not yet departed:

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Claims Information

In the event of a claim covered by your policy, you must take all reasonable steps to reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, please click here. For further information, please contact customer service.

If you purchased a policy after midday 22nd November (AEDT) or between 10am 16 September and 9am 6th November 2017: Cover is not available

Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud.

Mount Agung Volcanic Eruption - Bali

Updated Alert: 22 November 2017

Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open.  We are now issuing a cut-off time for new policies purchased for this known event.

IF YOU PURCHASED A POLICY AFTER 2PM (NZDT) 22ND NOVEMBER 2017: MOUNT AGUNG IS EXCLUDED.

For policies purchased after 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

IF YOU PURCHASED A POLICY BETWEEN 11AM 6TH NOVEMBER 2017 AND 2PM 22ND NOVEMBER 2017: COVER IS AVAILABLE.

For policies purchased between 11am 6th November until 2pm (NZDT) on Wednesday 22 November 2017, cover is available where you have no option but to change your travel plans because your service provider cancels or restricts services as a result of any volcanic activity. Where your trip has not yet begun, cover is available for the lesser of rearrangement or cancellation costs.

We are monitoring the situation and will advise if and when this position changes.

The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

Mount Agung Volcano Bali Update

From 6th November 11am NZDT

Indonesian authorities lowered the volcano’s alert status one notch, to the second-highest alert level (level 3) on Sunday 29th October following a significant decrease in seismic activity. There is still an exclusion zone in place, however the radius has been reduced. Public activity is prohibited within a proximity of 7.5 km and 6 kilometres in some areas.

If you purchased a policy after 11am (NZDT) 6th November 2017: cover is available.

If you purchased a policy after 11AM NZDT on 6th November 2017 and experience travel disruptions directly relating to a change in volcanic activity or threat level, it will be considered a new, unforeseeable event with regard to cover under your travel insurance policy.

We are monitoring the situation and will advise if and when this position changes.

The MFAT is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.
 

If you purchased a policy between 11am (NZDT) 16th September 2017 and 11am 6th November 2017: Mount Agung is excluded.

For policies purchased between 12:00pm (NZDT) on 16th September 2017 and 11:00AM (NZDT) on 6th November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

For further information please refer to our original alerts issues 16th September 2017.

2ndNovember, 2017: Virgin Australia Flight Cancellations Between Australia, New Zealand and Samoa

Please be advised that Virgin has cancelled flights between Australia, New Zealand and Samoa from the 13th of November 2017.

If you entered into your policy before 9.00am NZDT Thursday 2nd November 2017:

If you are currently travelling:

If you have started your journey and your flight between New Zealand and Samoa has been cancelled or delayed, there may be provision to claim for reasonable expenses incurred.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you entered into your policy after 9.00am NZDT Thursday 2nd November 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy 9.00am NZDT Thursday 2nd November 2017: we would expect that this was done with an awareness of the Virgin flight cancellations. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the flight cancellations.

What next steps should you take?

You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have are looking for alternative travel arrangements to Apia you should attempt to book the same fare class as your original arrangement.

We will assess your claim under the terms and conditions of your travel insurance policy.

 If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Contact information for Virgin can be found here

26th September Update - Mt Agung, Bali Volcano Threat latest

Indonesian authorities continue to watch and wait on the Volcano after having raised the alert recently. The Australian Foreign Office has latest advice here for tourists: 

MFAT advice here

The advice has not changed since 16th September and they continue to recommend exercising a high degree of caution and to remain in touch with your travel and tour operators.

Latest media links here:

TVNZ - The BBC - The Bali Tourist Board

We understand many customers have questions on Bali and their Travel Insurance. Regarding your Travel Insurance policy, the following travel warning remains in place from 16th September 2017. Please read this below. We recommend you also keep a close eye on the foreign office MFAT website.

19 September 2017: Mexico Earthquake

We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. If you are currently travelling and need emergency assistance please call +64 9887 9423.

If you purchased your policy before 11AM (NZ Time) on 19th September 2017:

If you are currently travelling:

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected as a direct result of the earthquake, there is cover to claim for reasonable additional travel, accommodation and meal expenses.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.

If you have not yet departed:

If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you purchased your policy after 11AM (NZ Time) on 19th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 11AM (NZST) on Saturday 19th September 2017 we would expect that this was done with an awareness of the earthquake. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the earthquake

Next steps you should take:
  • Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.
  • Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
  • This advice should be read in conjunction with your Product Disclosure Statement.  If you have any further questions, or wish to make a claim, please contact us at info@travelclaimscentre.co.nz.

19 September 2017: Auckland Airport Fuel Crisis

We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running.  The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.

If you purchased your policy before 10AM (NZ Time) on 17th September 2017:

If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.

We will reimburse you the lessor of:

(a) the total value of your unused, prepaid travel costs; or

(b) the total value of your confirmed and reasonable additional alteration costs.

You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.

You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.

Claims will be assessed in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you purchased your policy after 10AM (NZ Time) on 17th September 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 10AM (NZST) on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.

You will still be covered for other unexpected events according to the terms and conditions of your policy.

Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

Next steps you should take:
  • Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.
  • Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
  • This advice should be read in conjunction with your Product Disclosure Statement.  If you have any further questions, or wish to make a claim, please contact us at info@travelclaimscentre.co.nz.

16th September 2017: Indonesia’s Mt Agung- New Volcanic Activity - Impact on Travel.

Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.

The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance.It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.

Mt. Agung was active 99 times between August and September, according to the head of the Karangasem Regional Disaster Mitigation Agency (BPBD), Ida Bagus Ketut Arimbawa.

"It is true that for the past month there has been an increase in activity with small rumblings several times, but the condition of Mt. Agung is still normal. It's safe for climbers looking one, to two days ahead. But be careful and vigilant," Arimbawa informed Tribun Bali.

As of today no flights have been reported cancelled and diverted. However in the future the airlines may cancel or divert future flights into and out of Denpasar

Volcanic ash is a serious safety concern for aircrafts, and airlines are to monitoring the situation closely. For a full list of affected flights, check the Air NZ, Virgin , Qantas, Tigerair and Jetstar websites. 

The following information concerns those affected by the Mt Agung volcanic activity.
We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances

 

If you entered into your policy before Midday (NZ Time) Saturday 16th September 2017 


If you are currently travelling:
  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to Mt. Agung volcanic activity, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.
  • Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.
  • If you have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.

 

If you have not yet departed:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).
  • We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.

If you entered into a policy after Midday (NZ Time) Saturday 16th September 2017:

  • Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after Midday (NZ time) Saturday 16th September 2017 we would expect that this was done with an awareness of the latest  Mt. Agung volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt. Angung volcanic activity

 

What next steps should you take?

  • You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.
  •  
  • We will assess your claim under the terms and conditions of your travel insurance policy. If you have a Cancellation only policy, your policy does not include cover for any additional expenses. If you have a Budget policy, please refer to your Product Disclosure Statement (PDS) for the precise benefits covered.
  • You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.
  • Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.
  •  
  • To help avoid difficulties overseas, the Ministry of Foreign Affairs and Trade (MFAT) maintains travel advisories for more than 160 destinations overseas via its website which provides accurate, up-to-date information about the risks New Zealanders might face overseas, assisting you to make well-informed decisions about whether, when and where to travel. We recommend that you stay up-to-date with its destination specific travel advisories for the country of your destination as your travel insurance cover may be affected if you travel to high risk areas or situations..
 

If you are currently planning on travelling to Bali or due to fly home soon you should contact your airline as soon as possible. Here are some useful Airline contact details for you:

 

  • Air Asia: +62 21 2927 0999 (Jakarta) or +62 804 1333 333 (Bali)
  • Air New Zealand: +64 9-357 3000 (New Zealand) 13 24 76 (Australia)
  • China Eastern: +61 2 9290 1148 (Australia)
  • China Southern: 0011 86 400 869 5539 (Overseas hotline)
  • Emirates: +61 1300 303 777 (Australia)
  • Garuda: +62 804 180 7807, +62 21 2351 9999 (Jakarta), +62 361 936 8258 or +62 361 225 047 (Bali)
  • Jetstar: +62 803 852 9779 (Jakarta) or +61 3 9645 5999 (Australia)
  • Malaysia Airlines: 0011 60 3-7843 3000 (Outside Malaysia) 1 300 88 3000 (Malaysia)
  • Silkair: +61 7 4034 9100 (Australia)
  • Singapore Airlines: +61 13 10 11 (Australia)
  • Thai Airways: +61 2 9844 0999
  • Tiger: +61 2 8073 3421
  • Virgin Australia: +61 7 3295 2296 (Australia)

Qantas Airways: 13 13 13

Bureau of Meteorology  - for the latest information about volcanic activity.

 

Please also check out various news sites for updates on the latest Volcanic Activity.

18th August, 2017: Barcelona Attack

We would firstly like to extend our sympathies to all those affected by the tragic event in Barcelona on the 18th of August 2017.

If you are currently travelling:

We encourage you to follow the advice issued by the Ministry of Foreign Affairs and Trade (MFAT) via its website. MFAT is urging New Zealanders to follow local media for latest security information.  

If you have been injured as a result of the attack in Barcelona, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

Policy coverage:

Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

What next steps should you take?

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

21st July 2017: Timaru Flooding – New Zealand

We are aware that floods in Timaru may have an impact on policyholders travelling to or from Timaru.

We advise all customers who are travelling to or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

The following information concerns policyholders whose travel arrangements have been affected by this weather event.

Policies purchased before 5.30pm on 21st July 2017

If you have been affected by this event there may be provision for you to claim for benefits provided by your Travel Insurance Policy. Claims will be assessed in accordance with your Product Disclosure Statement and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the flooding.

Policies purchased after 5.30pm on 21st July 2017

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 5.30PM (AEST) 21st July 2017 we would expect that this was done with an awareness of the flooding. For these policies, we will not pay any claim caused by or arising from or in any way connected with the Timaru floods.