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      Home / Claims

      Travel insurance claims

      Your guide to Cover-More travel insurance claims

      We hope your trip goes smoothly, but if something unexpected happens, Cover-More New Zealand is here to help.

      You'll find all the information you need about travel insurance claims right here, including a step-by-step guide to making your claim, links to all of the supporting documents you'll need, and advice about claims related to specific events or travel providers.

      Once you have made a claim we will respond within 10 working days of receipt of all necessary documentation.

      If you have additional questions about the claims process, or about a specific claim that you've made, please feel free to contact us at 0800 500 225 or email [email protected].

      Claims details and information

      1.    

        Don't worry if something disrupts your trip; we're here to help. It's fast and simple to file a travel insurance claim. Just follow these five steps:

        1. Click here to submit your claim online.   

        2. Or, download & complete a claim form (PDF).

        3. Add your supporting documentation. Not sure what to include? See the list of supporting documentation we'll need to process your claim.

        4. Make a copy for yourself just in case.

        5. Mail your original claim form and all supporting documents to:

        Cover-More Travel Insurance  
        Claims Dept  
        PO Box 105-203  
        Auckland City Post Shop  
        Auckland 1143

        That's it! We'll settle or respond to your claim within 10 days of receiving your forms. If you have any questions in the meantime, please call us at 0800 500 225 or email [email protected].

        Read more about how to make a claim.

      2.    

        In most instances, when you submit a travel insurance claim you will need to provide one or more supporting documents so that we are able to validate and settle the claim. Find out exactly what you need to submit, based upon the type of claim, and download the necessary claims forms.

        Read more about Supporting Documents.

      3.    

        Cover-More New Zealand travel insurance claims are subject to certain conditions outlined in your policy document. For your convenience, we've provided a selected list of these conditions here.

        Full policy conditions and benefits are available in your policy wording. If you have any questions or concerns about your policy or about how to make a claim, please feel free to contact us at 0800 500 225.

        • The loss or theft of luggage, personal effects, travel documents or money must be reported within seven (7) days of you first becoming aware of the loss or theft to the police, the responsible transport provider, or accommodation provider, and a written report must be obtained at that time.
        • If you are admitted to hospital or you anticipate your medical expenses and additional expenses are likely to exceed NZ$2,000, you must phone the emergency assistance number as soon as physically possible.
        • You must take all reasonable steps to prevent or minimise a claim.
        • You must not make any offer, promise of payment, or admit any liability without Cover-More's written consent.
        • You must advise us of any claim or occurrence which may give rise to a claim as soon as possible and within 60 days of the return date shown on your Certificate of Insurance by sending a completed claim form.
        • You must supply any documents in support of your claim which we may request, such as original police reports, receipts, valuations and/or medical certificates/reports.
        • You must co-operate fully in the assessment or investigation of your claim.
        • You are responsible for assisting us and acting in an honest and truthful manner when making a claim. If you make or try to make a false, exaggerated or fraudulent claim or use any false, exaggerated or fraudulent means in trying to make a claim, we will not pay your claim, your cover under this policy will be voided (without any return of the amount you have paid), we may report you to the appropriate authorities and you may be prosecuted.
        • You must supply a medical certificate showing your diagnosis for any medical expenses you wish to claim for.
        • If we agree to pay a claim under your policy we will base any claim payment on the Goods and Services Tax (GST) inclusive costs (up to the relevant policy limit).
        • We will be entitled, at our expense, to have you medically examined or, in the event of death, a post-mortem examination carried out. We will give you or your legal representative reasonable notice of the medical examination.

      4.    

        Certain events, such as natural disasters or strikes may affect your travel. Below are links to information about how recent events will affect your travel insurance claims.

        Following is advice regarding claims related to specific events and travel providers. Should you have any questions, please contact us at 0800 500 225.

      Claims: How to make a claim

      How to make a travel insurance claim

      Here's your step-by-step guide to making a travel insurance claim on Cover-More New Zealand. We try to make our claims process as simple and quick as possible. If you have any questions or concerns, feel free to contact our customer service at 0800 500 225.

      Don’t worry if something disrupts your trip; we’re here to help. It’s fast and simple to file a travel insurance claim. Just follow these five steps:

      Save time and submit your claim online

      Click here to submit your claim online. From 23 March 2020, we encourage you to submit your claim online.

      Alternatively, download and complete a claim form

      Our claim form is also available online as a PDF. Download the claim form (PDF).

      Add your supporting documentation

      Your claim form will list out the supporting documentation we’ll need to see to process your claim.

      Make a copy

      We get the originals, but keep a copy for yourself in case you have to call us with questions or we have questions about your claim.

      Send it all in

      Mail your original claim form and all supporting documents to:

      Cover-More Travel Insurance               
      Claims Dept               
      PO Box 105-203               
      Auckland City Post Shop               
      Auckland 1143

      That’s all there is to it. We’ll settle or respond to your claim within 10 working days of receiving your forms. If you have any questions in the meantime, please call us at 0800 500 225 or email [email protected].

      Not satisfied?

      If you feel that your claim has not been handled correctly, we want to hear about it. Please call us at 0800 500 225.

      Formal complaints must be delivered in writing. You may send them via email or mail them to: PO Box 105-203, Auckland City, Auckland 1143. We will do everything we can to address your concerns and make you happy.

      During the claims resolution process, we pledge to:

      • Listen carefully to what you tell us
      • Be accurate and honest in telling you about our products and services
      • Act fairly and openly in all our dealings with you
      • Communicate with you professionally and in plain language
      • Resolve any complaints or concerns you have with us

      Claims: Supporting documents

      Travel insurance claim supporting documents

      When you file a claim, you’ll need to file supporting documents to substantiate your claim and ensure that you receive the correct amount of reimbursement.

      Following is a list of supporting documents you'll need to provide depending upon the type of claim you make. Please note, in certain instances we may request additional documentation that is not listed below.

      Save time by submitting your claim online 

      Click here to submit your claim online. From 23 March 2020, we encourage you to submit your claim online.

      Alternatively, download and complete a claim form

      Our claim form is also available online as a PDF. Download the claim form (PDF).

      Should you elect to submit your claim via post, then we are unable to guarantee that your claim will be processed in a timely fashion due to our office functions being severely restricted at this time.

      To ensure a speedy resolution to your claim, please supply the following information for claims relating to:

      Overseas medical and dental expenses

      • The original (not photocopy), itemised account/s, bills and receipts
      • The original medical report/dental report/ hospital records confirming the nature of the illness or injury

      Additional expenses benefit (after departure)

      • The original (not photocopy) receipts for what is being claimed including hotel accommodation and transport tickets.
      • A copy of your itinerary
      • If due to a policyholder's health you had to change your travel plans, you are required to produce a medical certificate from the medical practitioner seen (whilst on the journey) that supports the requirement to change your travel plans.

      Travel delay

      • Confirmation in writing from the relevant Transport Provider outlining the cause and period of the delay and any compensation offered by them.
      • Original, itemised receipts for the additional accommodation expenses that you are claiming.
      • Documentary evidence from your travel agent which confirms the refund amount for the unused accommodation

      Special events, hospital incidentals, hijacking, loss of income, disability benefit, accidental death benefit, personal liability

      • Attach a letter to your claim form summarising your claim.
      • Contact us for advice on the documents required to support your claim/s if you are uncertain of what to provide.

      Amendment or cancellation costs

      • If you booked your travel through a travel agent, please have the agent provide the following:
        • International flights: A copy of the airline fare sheet/rules (showing the fare conditions)
        • For tours, cruises, accommodation etc: a document from the supplier showing the exact amount refundable e.g. a copy of the booking conditions, or a letter from the supplier
        • A copy of the original itemised invoice provided to the traveller
        • A copy of the itinerary
      • If you booked your travel plans without the assistance of a travel agent, please obtain the following from your travel provider:
        • International flights: A copy of the airline fare sheet/rules (which shows the fare terms and conditions).
        • If claiming for tours, cruises, accommodation, etc.: A copy of the supplier's booking conditions. If the booking conditions prevent us from calculating an exact cancellation fee (e.g. if they say the cancellation fee will be - "up to 50%" rather than "50%") we will require a letter from the supplier advising the net amount paid and the amount refunded by the supplier.
        • A copy of the original itemised invoice and itinerary
      • If the claim is due to your health, or that of someone else’s (e.g. travelling companion, relative or business partner) please ensure you complete, or have the person whose health has caused the claim complete, the medical authority B of the claim form. Please also have the medical certificate completed by your usual medical practitioner or the person whose health resulted in the claims’ usual medical practitioner.

      Delayed luggage allowance

      • The original loss report from the transport provider with confirmation that all of your luggage was delayed, the duration of the delay and details of compensation paid to you.
      • The original itemised receipts for essential, emergency purchases of clothing and toiletries that you purchased overseas (when your luggage was delayed)

      Rental vehicle excess

      • The Original Rental Agreement which shows the excess you were liable to pay
      • A copy of the itemised repair invoice which shows the cost of repairs to the vehicle
      • If another party was involved and at fault, we also require written confirmation from the third party of any compensation payable by them.  

      Loss, theft or damage to luggage, travel documents or money

      • The original (not photocopy) loss/theft/damage report e.g. Police report, hotel report, transport provider letter etc
      • If your items were lost or stolen whilst in the custody of a transport provider we will require you to provide a letter from the transport provider that shows the amount of compensation they are paying. You need to claim compensation from the transport provider in the first instance before submitting your claim to us. If claiming for electrical items such as cameras, computers, mobile phones, iPods, etc., we require the original receipts (not photocopy). Please obtain a copy from the place of purchase if you no longer have the original receipt in your possession. If neither of these options are possible, alternative documents you may submit to us for consideration are warranty cards, instruction manuals, credit card/bank statements or the items packaging.
      • For items that have been damaged, please: Obtain from a repairer of your choice, a quote that states the repair cost or a letter that states the item is uneconomical to repair or unable to be repaired.
      • The copies of receipts for replacement items if you have since replaced the items which were stolen, lost or damaged whilst on your journey.

      Travel claims advice

      Certain events, such as natural disasters or strikes, may affect your travel. Below are links to information about how recent events will affect your travel insurance claims.

      Following is advice regarding claims related to specific events and travel providers. Should you have any questions, please contact us at 0800 500 225.

      Click on the link below for full details:

      World Events Claims Advice