how to claim aa travel insurance nz

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How to claim on your policy

To make the process go smoothly, submit your claim as soon as possible, with all the details and documentation needed to support it, for example, police reports, valuations, medical reports, receipts or proof of ownership. Click here for more information. 

Make a claim

Claim online

Download our claim form to submit via email or post

Phone 0800 630 115

Email [email protected]

Our insurance partner

AA Travel Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA), are issued and managed by AWP Services New Zealand Limited trading as Allianz Partners and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia) ("Hollard"). You should consider the  Policy Wording  before making any decisions about this insurance policy. Terms, conditions, limits, sub-limits and exclusions apply.

Financial Strength Rating

The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia), ("Hollard"), has been given a financial strength rating of A (Strong) issued by Standard and Poor's. View the full details on the  Financial Strength Rating .

An overseas policyholder preference applies. Under Australian law, if The Hollard Insurance Company Pty Ltd is wound up, its assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on The Hollard Insurance Company Pty Ltd’s Australian assets to satisfy New Zealand liabilities.

Financial advice

The New Zealand Automobile Association provides general information about AA Travel Insurance products and services so that you can make a choice that best meets your needs. Information provided does not take into account your personal circumstances, needs or goals and is not intended to be financial advice. If you'd like to receive financial advice, you can get professional advice from a registered financial adviser.

More information

Contact us Policy Wording Terms and conditions AA Traveller Member Benefits

*AA Members can receive a 10% discount on AA Travel Insurance. Simply provide each traveller’s valid AA Membership number on application. Discount applies to AA Member cover premium, including any additional pre-existing cover, but does not apply to additional cover for high value items.

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How to make a claim

LAUNCH ONLINE claim form

The easiest way to lodge your claim is to complete our online claims form. It only takes a few minutes.  

Start your online claim

Attach supporting documentS

To process your claim, we are going to need certain documents and evidence from you. But don’t worry, we’ve kept it simple and only ask for documents that we need.  You can find the documents you require by ticking the appropriate boxes below.  

Submit your claim

Once you've reviewed your claim and completed the declaration, please click 'Submit'. You don't have to attach all of your documents in one go.  If you don't have all of the information required,   you can submit your claim and come back to it.

What documents fo I need to attach?

Tell us the scenario you're claiming for by ticking the appropriate boxes below and we'll tell you what documents are required.  

You were injured or ill overseas and have medical & hospital expenses to be reimbursed

Your trip was cancelled due to a natural disaster, medical event or family emergency

You have additional accommodation or travel expenses due to re-arranging your trip

You have lost, damaged or stolen luggage & personal effects (including phones, laptops)

The hire car accident you were involved in required an excess payment

You are claiming for another reason

The documents you'll need are:

General documentation.

1.   Receipts and proof of payment for each expense you are claiming.

For Your Overseas Medical & Hospitals Expenses

1.  Medical report from your Doctor in the country where the event occurred.

2.  Discharge summary (if you were hospitalised).

For Your Trip Cancellation Expenses

1.  Contact your travel provider first and ask for refund. If they decline or partially pay the claim, ask for a ‘Refund Advice Document’ and supply to us.

2.  Original flight schedule/itinerary (with terms and conditions)

3.  Tax invoice with the total cost of your travel and accommodation arrangements

4.  Proof supporting the reason for cancellation

Additional Accommodation & Travel Expenses

1.  Original and amended flight itinerary including the terms and conditions/fare rules for the booking and the total cost of your travel and/or accommodation arrangements.

2.  Receipts/proof of payment for the additional expenses claimed.

3.  Documentation outlining the cause of your expenses (i.e. medical report, letter from airline if delayed).

Luggage and Personal Effects

1.  Proof of ownership/ receipts/bank statements for each item lost, stolen or damaged.

2.  Proof of loss (i.e. police report, report to hotel, airline, etc.)

3.  A repair quote from a reputable provider should the item be damaged.

4.  The IMEI (International Mobile Equipment Identity Number) of a lost, stolen, or damaged phone.

Rental Vehicle Excess

1.  A police or accident report from the relevant authority.

2.  Your rental vehicle agreement that states the rental vehicle excess.

3.  A quote or repair invoice for the rental vehicle damage.

4.  Receipt/Proof of payment for the expenses incurred relating to the damaged vehicle.

Optional Benefits

1.  Upload documentation explaining/supporting the reason for the expenses incurred.

2.  Receipt/Proof of payment for the expenses incurred relating to this event happening.

Already have an existing claim?

If you have already commenced an ONLINE CLAIM and need to upload some attachments, please select the below button. This is the fastest way to provide us with additional documentation.  ​All you need to do is enter your Claims Number and attach your documents.

If you have already lodged a claim via phone or email, please don't resubmit online. You can add supporting documents to your claim by emailing  [email protected]

Travel insurance claims FAQ's

Q. what if it’s an emergency.

If you require emergency medical attention overseas (not a general claims enquiry), you should notify us as soon as possible. For emergency assistance or claims under Emergency Medical Expenses Incurred Overseas, you can call +64 9888 9274  from anywhere in the world and reverse the charges.

Q. Who pays the medical bill upfront?

Medical treatment overseas can be expensive to say the least.  If you are admitted to hospital overseas or expect medical expenses in excess of $2,000 you should contact us as soon as possible.  Depending upon the circumstances of your emergency medical treatment, we may guarantee payment directly with the hospital.

Q. How long will it take to process my claim?

In most cases your claim will be processed within 10 business days of us receiving a complete claims form, provided that all the necessary documentation is received.

Q. How will I know the status of my claim?

We’ll process your claim without delay if we have everything we need. We’ll let you know within 10 business days if we need further information or documents to process your claim. Don’t worry, we’ll keep you in the loop every step of the way.

Q. What supporting documents will I need?

The documentation required depends upon the nature of your claim. Use the tick boxes above to tell us what you're claiming for and we'll provide details on the required documentation. Some examples of the information or supporting evidence you may need to provide include:  

• Your original itinerary for claims relating to cancellation or loss of deposits and return travel.
• Doctors certificates or receipts for medical treatment received.
• Any police, local authority or airline carrier reports.
• Receipts or other evidence of expenses paid by you if you incurred additional travel and accommodation expenses.
• Proof of ownership, receipts, or written repair for personal effects to substantiate your loss.
• For rental vehicles, rental vehicle claim forms relating to the accident, showing the excess you are liable for and any receipts for excess payment.

q. What if I don’t have original receipts?

We understand that sometimes you might not be able to provide original receipts for some items. You can still lodge a claim. We’re happy to work with you to find an alternative way for you prove ownership to substantiate your claim.

q. I’m on a long trip, can I claim from overseas?

If you require emergency medical assistance you must contact us as soon as possible. If your claim is non-medical you may submit the claim while still on your trip or upon your return to New Zealand. Our travel claims consultants are available to help you no matter where you are.

Claims enquiries

If you would rather contact us first we’re happy to help.  We have a dedicated travel claims team on hand to guide you through the claims process.  Email us on  [email protected]

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What's on this page

Emergencies, common queries, find an insurer.

Travel insurance is cover you purchase for international trips, whether they’re for business or holidays. Most travel insurance provides protection for

• cancellation and loss of deposit
• medical treatment costs
• costs for returning home in certain emergencies
• loss of luggage and personal items
• personal liability (except for deliberate acts or use of motor vehicles).

Travel insurance consumer guide

Download our handy consumer guide with all you need to know about travel insurance., domestic travel insurance.

Travel insurance is also available when you travel around New Zealand. While medical events will be covered by ACC in New Zealand, domestic travel insurance will cover you for things like lost luggage, rental vehicle excesses, cancellations or delays, and personal liability. Travellers should be aware that domestic travel insurance generally doesn’t cover as much as an international policy would so you should read the policy carefully before taking out cover.

For an independent view on domestic travel insurance, check out  Consumer NZ’s  article ‘Domestic travel insurance – do you need it?’

Credit card travel insurance

Travel insurance is a common extra when you take out a credit card from your bank, but there are some things to be aware of:

• some policies might need to be activated before you travel
• there might be a limit on how long the policy will cover you for
• you might have to book a certain amount of your travel expenses on the credit card before the travel insurance becomes available
• cover may not automatically be available for pre-existing conditions. You will likely need to contact the insurer to ask about coverage for any pre-existing conditions and you may have to pay an extra premium to have them covered.

Credit card travel insurance may not be as comprehensive as some other travel insurance policies, so it pays to read the policy carefully and think about whether you need to take out any additional cover.

Shop around

Remember that not all travel policies are created equal – just as the premium of some policies costs more than others, some policies have wider cover than others.

If you have a pre-existing condition, are planning to engage in a sport or adventure activity while you’re away, are a non-resident, are pregnant, or are over the age of 65, it’s important to contact a number of insurers before purchasing your insurance. One insurer may have a policy that suits your individual circumstances better than another.

Find out more about travel insurance to cover:

• staying in an Airbnb
• non-residents
• pre-existing conditions
• renting cars
• sports and adventure activities

Buy before you fly

You cannot get travel insurance if you’ve already left the country. You should buy travel insurance when you book and pay for your overseas trip. That way you’re not only covered for your trip, but also if something happens before you depart.

Read your policy wording

Make sure you read the policy wording so you understand what you are and aren’t covered for. If there is anything you don’t understand, ask your insurer for an explanation or more information.

Some common exclusions

Like any other insurance policy, a travel insurance policy is unlikely to cover you for absolutely everything that could go wrong. The following list sets out some of the common exclusions in travel policies, but make sure to check your individual policy’s exclusions as each insurer is different:

• war and terrorism
• pandemic, epidemic or infectious diseases
• financial failure of an airline, travel agent or tour operator
• elective medical or dental treatment
• travel in international waters
• being under the influence of alcohol or drugs.

Disinclination

Travel insurance policies don’t cover ’disinclination to travel’. This means that if, for example, you choose not to travel because you think your destination looks unsafe, but there hasn’t been a travel advisory issued, you will not be covered for the costs you’ve lost.

International students and seasonal workers

While the general rule is that New Zealand insurers don’t provide travel insurance for non-residents, there are some exceptions. If you are a seasonal worker travelling to New Zealand for work (for example, to pick apples during the harvesting season), or if you are an international student coming to New Zealand to study, then you will be able to purchase travel insurance from some New Zealand insurers.

You may need to contact a number of different insurers as not everyone offers inbound student or seasonal worker insurance.

Feeling adventurous?

If you’re planning on taking part in any sport or adventurous activities on your trip, talk to your insurer and read your policy wording to check whether you are covered. In particular, you should check whether you are covered for:

• skiing, snowboarding or doing other winter sports
• scuba diving
• bungy jumping
• hang gliding
• water skiing
• motorcycling or using a scooter (in certain countries)
• taking some other form of extreme risk which might put you in danger.

Driving overseas

Travel insurance policies provide limited cover for vehicles hired overseas. If you have an accident, the cover provided by your travel policy will usually only pay either the excess by the rental car company or the vehicle repair costs, if those costs are less than the excess. To ensure that you have enough cover, you should buy comprehensive motor insurance from the rental vehicle company in the country you hire the car in. If you then have an accident, you will have to pay the rental vehicle directly and claim costs from your insurer.

High-value items

You need to tell your insurer if you are going to take, or are planning to buy, high-value items on your trip. Many travel insurance policies contain sub-limits on the value of items you can claim for (including electronics and jewellery).

If you’re unsure, ask your insurer what value or coverage limits your policy may have.

Check for travel advisories

Sometimes there will already be events happening in the area you’re planning to travel to, when you take out your insurance policy. These are called ’known events’ and are unlikely to be covered by your policy. For example, if a volcano erupts in the country you are travelling to, it’s unlikely that delays or cancellations caused by the eruption would be covered. When you are taking out your insurance, check to see if there are any current advisories which might affect your cover. In New Zealand you can check the government advisory website  www.safetravel.govt.nz  and trusted media sources – if there are warnings in the media about the place you are travelling to, your insurer may not cover you.

This is another reason why you should take out your insurance cover at the same time as booking your travel. That way your insurer is on risk if an event happens and your travel plans are disrupted before you’ve even left.

Keep your receipts

If you need to pay for something while you’re travelling that you plan to make a claim for (like a lost phone or stolen camera that you had to replace while you were still overseas) make sure you keep your receipts to make the claim process as smooth as possible.

You can still make a claim even if you haven’t managed to keep hold of the receipts, but it’s likely that you’ll need to provide proof of ownership of the lost or stolen item to your insurer.

Travel insurers provide free 24-hour emergency assistance. Keep the details of their emergency assistance provider with you at all times while travelling.

In the event of an emergency, you may need to contact them for medical treatment or advice.

New Zealand’s Ministry of Foreign Affairs and Trade runs a website that has up to date travel advisories for all countries on key issues like security and health. 

Before you travel, you must tell your insurer if you intend to travel to any countries that have a ‘Do not travel’ travel advisory status – as it may not be possible to get insurance cover for travel to countries with this status.

Visit  www.safetravel.govt.nz  to check your intended destination and any countries you’re stopping in or passing through.

While you’re on the website, you can also check out their travel insurance guidance.

Some circumstances may make travel insurance more difficult to find or mean you need to fulfil additional requirements in order to receive cover.

Most travel insurance policies don’t provide liability cover for damage to property you’re staying at (e.g. an Airbnb or hotel) while travelling. Generally,  the Airbnb host will hold sufficient insurance to cover them should a paying guest damage their property, but there is a chance that the host or their insurer could ask you for payment if you were responsible for the damage. This would not be covered by your travel insurance policy.

Some insurers only provide cover for New Zealand residents, so if you are a non-resident, you may need to contact a number of insurers before you are able to get cover. 

It’s important to tell your insurer if you’re already pregnant when you book your travel insurance, or if you fall pregnant before you leave. Most insurers offer cover for the first few months of pregnancy as long as there have not been any complications. The length of time each insurer will provide automatic cover for varies so talk to your insurer to be certain you’ll be covered. An insurer may also require you to have a medical assessment before providing cover.

If you become pregnant after taking out a travel insurance policy, contact your insurer as soon as possible to ensure you’ll still be covered for your travel.

Pre-existing conditions are medical conditions you already have or have previously had at the time you’re buying your insurance. They include symptoms you’ve asked a doctor about, even if you didn’t receive a formal diagnosis.

Pre-existing conditions are excluded from most insurers’ basic packages. Some insurers have automatic cover for certain pre-existing conditions and others may allow you to buy additional cover for pre-existing conditions, although not all insurers will be able to provide this service.

If you have a pre-existing condition, you should check your chosen insurer’s list of automatically covered pre-existing conditions. If your condition is not listed, you will need to speak to the insurer to find out if you can get cover. They may require you to get a medical certificate before providing cover.

It’s important to remember to declare all pre-existing conditions when taking out travel insurance otherwise you may not be covered under all or part of your policy.

Most travel policies do not provide cover for damage caused to a rental vehicle hired overseas. Nor do they cover damage caused to people or property while in control of a rented or borrowed vehicle.

Some policies will provide rental vehicle excess (RVE) insurance but this will only provide cover for the excess on damage to the vehicle that the insured person has to pay — it does not provide any cover for the repairs themselves or any personal liability the insured person has if an accident damages property or injures someone. If a travel policy offers RVE, the cover may only apply to renting cars through a registered care hire company.

If you drive overseas, it’s important to get appropriate motor vehicle insurance and personal liability cover through either a vehicle rental company or through a local insurer (if you are borrowing a friend or relative’s vehicle).

The level and types of cover available for senior citizens varies by insurer and may be affected by the age(s) of the traveller(s). In some instances, you may be required to fill out some forms to give the insurer information about your medical history.

To ensure that you will be covered and to find a policy that best meets your needs, you should contact an insurer directly.

Some insurers have a list of sports and activities they will automatically provide cover for, however, there are also a number they won’t cover. If you are unsure whether your intended sport or activity will be covered, you should contact your insurer to check.

If you are planning on doing any sort of sport or adventure activity while you are travelling, make sure to let your insurer know when you take out cover.

ICNZ is unable to provide personal or professional advice. The list of travel insurance providers below is included for your information. Any queries about the specifics of policies or cover should be directed to the insurer.

Other travel insurance may be available through your bank or credit card provider, as well as by contacting an insurance broker. 

You can download the Ministry of Foreign Affairs and Trade’s travel insurance guide from their Safe Travel website.

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Visiting New Zealand

Cover while visiting new zealand.

Travel insurance is one of the best ways to protect yourself overseas. Whether you're holidaying, catching up with family or travelling for work, our Visiting New Zealand travel insurance can give you the freedom to enjoy your stay in New Zealand with confidence.

Our Visiting New Zealand travel insurance is designed to provide comprehensive protection during your stay. We offer two cover options; an individual policy and a family policy:

Individual: a policy designed for either:

one person, or

one adult and any dependent children

Family: a policy designed for:

 one adult, their spouse and any dependent children   

Why choose us?

At Southern Cross Travel Insurance, we've been providing great quality cover for people visiting New Zealand since 2003. Who better to protect you during your stay in New Zealand than one of the country's leading and most respected travel insurers? Here are more reasons to choose us for your next trip:

1. We offer 24/7 emergency assistance

If the unexpected happens, we're here to help. Our emergency assistance team is available 24 hours a day, 7 days a week, so you can access help when you need it.

2. We go the extra mile

We’re committed to providing comprehensive cover, which is why our Visiting New Zealand travel insurance policy includes emergency dental treatment and ancillary services like chiropractors and physiotherapy.

3. We offer family cover

Want to add your spouse or children to your policy? No problem - we offer family cover, so long as they meet our eligibility criteria. Our eligibility criteria can be found on page 4 of the Policy Document .

4. We cover children at no extra cost

We know how important it is to protect your children with quality travel insurance, which is why we can add them to your policy at no extra cost.

5. We cover you start to finish

Our Visiting New Zealand travel insurance policy can cover you while you’re travelling to and from New Zealand, including transit stops, for up to five days.

6. We're based in New Zealand

Not only are we based in New Zealand, we’re 100% New Zealand owned. We’ve worked hard to become one of the country’s most respected and knowledgeable travel insurers, and we’re proud to offer great quality comprehensive cover for your visit to our home.

7. We offer cover for medical repatriation

Worst case scenarios are never nice to think about, but you can travel knowing your Visiting New Zealand travel insurance offers cover for medical repatriation.

8. Making a claim is easy

We know that making a claim can be confusing and frustrating, which is why we're committed to making it as stress-free and efficient as possible. If you need to make a claim, simply complete a claim online through our online portal  and we'll guide you through the process, every step of the way.

Need some help?

If you would like to get in touch, we’re here to help. If you have any questions regarding our Visiting New Zealand travel insurance, you can:

Call us from New Zealand: 0800 784 691 Call us from overseas: +64 9 9796597 Email us: [email protected]

Take the next step towards your journey in New Zealand and get an online travel insurance quote today .

What you need to know

This page provides a summary of the key terms only. As with all insurance policies, terms and conditions apply. For our terms and conditions (including information about exclusions, excesses and sub limits) we recommend you read the travel insurance Policy Document .

How to make a Claim

AIG’s claims team is here to help you when you face a loss. We now have two options for submitting travel insurance claims to AIG.

Use the Claims Portal

You have the option to use an AIG claims portal to file your claim at your convenience, 24/7.

By clicking the link https://claims.travelguard.com/nac/nz you will be directed to a step-by-step process where you can provide the information needed to make your claim.

This claim portal is owned and managed by AIG for the purposes only of delivering AIG Insurance claim services. BNZ does not have access to this portal, does not collect any personal information via this portal and has no liability in relation to this portal. By providing your personal information to AIG, and by proceeding to submit your claim with AIG – you agree with this statement, and consent to the collection and processing of your Personal Information as described in AIG’s Privacy Policy statement at Privacy Policy | AIG New Zealand .

Send Us a Claim Form

You can also download a claim form using the button below. Once you have completed the form, you can return it to us by either:

entering information directly into the claim form and submitting it to us by email to [email protected]

printing then mailing the completed form to us by post

printing then scanning a completed form and sending it via email to [email protected]

Along with a claim form, you will need to provide supporting documentation.

In all cases, you will need to provide evidence relating to how you met the policy eligibility criteria prior to departure, including a copy of your itinerary showing prepaid return tickets and a credit card statement showing that you were a cardholder when any payment towards pre-paid travel expenses were made (or for Business cardholders that pre-paid travel expenses were charged to your card).

In addition to evidence supporting your eligibility for and activation of cover you will also need to supply information relating to the claim itself.

For baggage claims include receipts or other proof of ownership, and police reports or other documentation demonstrating that you reported the loss to the authorities.

For medical claims include details of the accident or injury and costs you have incurred. We may also require supporting evidence from your normal doctor or general practitioner in New Zealand showing the claim is not related to a pre-existing medical condition.

For cancellation claims include confirmation from your airline or other provider that your bookings were cancelled and if a refund, partial or otherwise, was provided.

Feel free to include any additional information that you feel is relevant to your case. If the claim form has insufficient space, you may attach a cover letter.

• AIG Credit Card Travel Insurance Claim Form October 2023 393KB pdf
• AIG Domestic Rental Vehicle Excess Insurance Claim Form 1.7MB pdf

Our Claims Team

Our claims team is committed to providing fast and efficient settlement of your claim. We aim to:

• Register your claim within twenty-four hours of receipt.
• Assign a Claims Examiner to assess your claim.
• Acknowledge your claim by e-mail within twenty-four hours of receiving your electronic claim lodgement.
• Pay a covered claim within ten working days of receiving your claims form and supporting documentation.
• Ensure a decision maker is available to respond on as needed basis.

Fair Insurance Code

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code , which provides you with assurance that we have high standards of service for our customers. Please visit https://www.icnz.org.nz/individuals/about-the-code/ for more information. 

Feedback and Complaints

We strive to provide a high standard of service at all times. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right. Please read our complaints procedure for more information about the process we follow if you have a complaint.

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BNZ Advantage Visa Platinum Credit Card Travel Insurance and BNZ Advantage Visa Business Credit Card Travel Insurance (‘Insurance’) is subject to the terms, conditions, exclusions (for example business travel, age limitations etc.) and eligibility criteria contained in the policy document. You should read the policy document to make sure that the Insurance meets your needs. The Insurance is provided to Platinum Advantage and Business Advantage cardholders by AIG Insurance New Zealand Limited (‘AIG’) under an agreement with BNZ. BNZ does not underwrite the Insurance, is not an agent of AIG, and does not guarantee the obligations of AIG. Premiums are payable for policy extensions such as pre-existing cover, duration extension and specified items.

This portal is owned and managed by AIG for the purposes only of delivering AIG insurance services. BNZ does not have access to this portal, does not collect any personal information via this portal and has no liability in relation to this portal. For more information about AIG’s privacy practices, please check AIG’s privacy statement at www.aig.co.nz/privacy-policy .

The AIG Logo is a registered trademark. Insurance products and services are provided by AIG Insurance New Zealand Limited. Terms, conditions and exclusions apply. You should read the Policy Wording and Schedule of Benefits considering your personal circumstances, prior to making any decision to acquire the product.