TravelCare - Your travel insurance policy document

TravelCare

Your travel insurance policy document

Effective from 27 May 2021

scti.co.nz

Contents

A handy checklist for you

> See page 4

Your adventure

starts here

> See page 6

How we cover pre-existing

medical conditions

> See page 29

How we cover

pregnancy

> See page 35

What is and isn’t covered

> See page 36

General exclusions —

things we never cover

> See page 80

Definitions — words

with specific meanings

> See page 91

As part of our commitment to you, this document meets the WriteMark

Plain Language Standard. The WriteMark is a quality mark awarded to

documents that achieve a high standard of plain language.

Welcome to Southern Cross Travel Insurance. This document explains

what your policy covers, the limits to that cover, the terms and

conditions of your policy, and your responsibilities.

Southern Cross Benefits Limited is the insurer of this policy

Southern Cross Beneﬁts Limited, trading as Southern Cross Travel Insurance (SCTI), is the insurer

of this policy.

Our financial strength rating is A (Strong)

Standard & Poor’s (Australia) Pty Ltd has given Southern Cross Beneﬁts Limited an A (Strong) ﬁnancial

strength rating.

The rating scale is:

• AAA (Extremely Strong)

• AA (Very Strong)

• A (Strong)

• BBB (Good)

• BB (Marginal)

• B (Weak)

• CCC (Very Weak)

• CC (Extremely Weak)

• SD or D (Selective Default or Default)

• R (Regulatory Supervision)

• NR (Not Rated).

Ratings from ‘AA’ to ‘CCC’ may be modiﬁed with a plus (+) or minus (-) sign to show relative

standing within the major rating categories. Full details of the rating scale are available at

www.standardandpoors.com. Standard & Poor’s (Australia) Pty Ltd is an approved agency

under the Insurance (Prudential Supervision) Act 2010.

Your travel insurance policy document Introduction

A handy checklist for you

If you have questions about how to apply, your cover, or how to claim

Get in touch by phone or email

Phone from New Zealand: 0800 800 571

Phone from overseas: +64 9 979 6593

Email: info@scti.co.nz

> We record all customer calls. This helps us with sta training and if we need to check the

details of any calls.

Before you buy

Make sure it’s safe to travel to your destination

You need to check two things to make sure it’s safe to travel at the time you purchase your policy.

• Check your destinations on www.safetravel.govt.nz. If a destination has a travel advisory of

‘Do not travel’ or ‘Avoid non-essential travel’, your cover will be affected

• Check if the destinations you’re visiting have been in the news. If you book travel to somewhere

that’s been in the news for things that have already happened like natural events, your policy

may not cover you

> See ‘Make sure it’s safe to travel’, page 27.

Before you go

How to buy a policy

You can buy a policy online at: www.scti.co.nz. Alternatively, you can call us on 0800 800 571.

Double-check the information in your policy documents

With so much to plan, it can be easy to overlook mistakes.

We recommend you double check:

• your latest Certiﬁcate of Insurance, including your medical assessment

• any special conditions we may have sent you (including any Endorsement to your policy) before

your journey.

Make sure it’s safe to travel to your destinations

You need to check two things before you start your journey (or each journey on an Annual Multi-Trip Policy).

• Check your destinations again on www.safetravel.govt.nz. If a destination has a travel advisory

of ‘Do not travel’ or ‘Avoid non-essential travel’, your cover will be affected

• Check again to see if the places you’re visiting have been in the news. If you travel to somewhere

that’s been in the news for things that have already happened like natural events, your policy

may not cover you

> See ‘Make sure it’s safe to travel’, page 27.

TravelCare

Tell us if you may need to cancel or delay your journey

If something unexpected happens and you may need to delay or cancel your journey, you must

do the following.

• Tell us as soon as possible as it may affect your cover

• Tell your service providers, such as your transport provider, hotel, and tour operator, as soon as possible

> See ‘D.2 Cancelling or changing your journey before you leave’, page 43.

Tell us about any health changes

Tell us if the health of anyone listed on your Certiﬁcate of Insurance changes — no matter how big

or small the change – so that we can tell you whether we’ll offer you cover for the health changes.

> See ‘Tell us about changes to your health’, page 27.

Make sure you have your policy details handy

You may need to check your policy or tell us your policy number while you’re away. To help you do this,

you could:

• take a printout of your policy with you

• keep the email we sent you that includes your policy information

• text yourself the policy number and the Southern Cross Emergency Assistance number: +64 9 359 1600.

While you’re away

If any of your belongings are lost, stolen or damaged

You must tell the relevant authority, such as the local police, hotel security, or airline, and get

a written report on the incident as soon as you can.

If your belongings were in the care of a service provider, such as a transport provider, hotel,

or tour operator, ﬁle a claim with them ﬁrst.

> See ‘D.4 Baggage and personal items’, page 56

If you are admitted to hospital, need surgery, or need medical treatment

you expect to cost over $2,000

• You or someone acting on your behalf must ask Southern Cross Emergency Assistance for prior approval.

• Phone: +64 9 359 1600 (open 24 hours a day, 7 days a week).

If you need minor medical attention

• If treatment is minor, pay the medical provider then make a claim for assessment.

> Remember – keep all receipts and any medical or dental notes.

If you need to cut your journey short or change your journey

• If you’re in an emergency and need help rearranging your journey, call Southern Cross

Emergency Assistance.

• Phone: +64 9 359 1600 (open 24 hours a day, 7 days a week).

> Only use this number for emergencies, not for general queries or claims queries.

Your travel insurance policy document Introduction

Your policy is a contract of insurance between you and us that

consists of all the following.

• This policy wording

• Your latest Certiﬁcate of Insurance – which includes your

medical assessment

• Any special terms and conditions we’ve sent you, including any

Endorsement to your policy, that conﬁrm any addition to or

variation of your policy

Read this policy carefully — check it’s right for you

Make sure you read your whole policy so you can travel with peace of mind. As with all insurance

contracts, there are limits to your cover. In particular, please make sure you understand:

• who can get cover on page 7

• what your policy covers on page 8

• the limits to your cover, and the terms and conditions, on page 9

• your responsibilities on page 22

• the general exclusions on page 80

• the losses we don’t cover under each section.

We’ve designed this policy to cover you when you’re travelling overseas on an international journey

for any of the following reasons.

• A holiday

• A visit to friends and family

• Non-manual work, such as working in an ofﬁce, attending a trade fair at a conference centre,

or going to a training course or business meeting

If you have any questions, call us on 0800 800 571.

Your adventure

starts here

Some words in this policy have specific meanings

If a word or phrase is in italics, it has a speciﬁc meaning.

In addition to the words in italics, the following words also have speciﬁc meanings:

• ‘we’, ‘us’, and ‘our’ means Southern Cross Travel Insurance

• ‘you’, ‘your’, and ‘yourself’ means the insured people named on your Certiﬁcate of Insurance.

To improve the readability of this document, these words have not been put in italics.

> You can ﬁnd the speciﬁc meanings of other deﬁned words under ‘F. Deﬁnitions — words with

speciﬁc meanings’, page 91.

Headings in this document don’t aect your cover

The headings in this document are to help you ﬁnd relevant information. They don’t affect the

meaning or interpretation of any cover under this policy.

We use examples to help explain parts of your cover

When we use an example in this policy, it is to help you understand a particular concept, or how

particular parts of your cover work. Other terms and conditions may apply when you make a claim,

and the examples don’t make up all the situations that may apply.

Who can get cover under this policy

You can only get cover under this policy if you meet all the criteria below.

• You live in New Zealand permanently

• You’re eligible for funding for all public health and disability services in New Zealand

• You haven’t already left New Zealand when you buy this policy

• You’re travelling on your journey to a destination outside of New Zealand

• You will return to New Zealand after ﬁnishing your journey, or each journey if you are buying an

Annual Multi-Trip Policy

• You haven’t been refused cover, had an insurance claim declined, or had an insurance policy

cancelled or voided, because of fraud

• You have a New Zealand bank account

• You have access to an email address so we can contact you about your policy

When you buy this policy, you conﬁrm that you meet these criteria at the date your insurance was

issued, and will keep meeting the criteria until the date your insurance ends.

If you don’t meet all these criteria at the date your insurance was issued, we treat your policy as void

from that date, and don’t cover any claims.

You must meet all the criteria for the entire period of insurance. If you stop meeting any of the criteria

at any time, your policy will immediately end. From that date, we have no liability for any further claims,

costs, or losses.

Your travel insurance policy document Section A

What your policy covers

Your policy covers a wide range of losses that are caused by unexpected events. See the table

on page 9 for a summary of those losses.

An unexpected event is something that happens during your period of insurance and is all

the following.

• Sudden, unforeseeable, or unintended

• Outside of your control

• Something you could not have reasonably expected or avoided

Examples of events that are not unexpected include events that have been in the news or a weather

report before the date your insurance starts, like a storm that’s on its way or severe ﬂoods. These

would not be unexpected events. A reasonably well-informed person would have seen that these

events could cause problems for travellers.

This policy covers cruises travelling internationally

This policy automatically covers you while you’re on a cruise ship if all the following apply.

• You travel as a fare-paying passenger

• The cruise is run by a company that’s licensed to operate a passenger carrying service, or is

a tour operator

• On your journey, the cruise is travelling to an overseas destination (including international waters)

This policy doesn’t cover domestic cruises

This policy won’t cover you if you’re travelling on a cruise that stays only in New Zealand

waters.

This policy covers travel on charter vessels overseas

Your policy includes cover for travel while you’re a passenger on a charter vessel overseas if both:

• the charter vessel is crewed

• you only travel within coastal or inland waters.

Some terms have speciﬁc deﬁnitions

When we use the following term, we mean the deﬁnition we give here.

Coastal waters

In this policy, ‘coastal waters’ means waters that are within 12 nautical miles (22.2 km) from

the coast of your overseas destination.

TravelCare

A summary of your cover

The table below summarises the losses this policy covers — use it to help you decide if this policy is

right for you. But it’s just a summary, so you’ll need to read the rest of this document to understand

what you are — and are not — covered for.

All amounts in this policy are in New Zealand dollars and include Goods and Services Tax (GST) and

other duties.

Points to note before you read this table

An excess is the ﬁrst part of the claim for which you are responsible.

> Learn more on page 15.

We base age-related beneﬁts on your age at the date your insurance starts.

Conditions, exclusions, limits and sub-limits apply.

D.1 Individual cover Family cover Excess

Beneﬁt Medical and evacuation Unlimited Unlimited

Sublimit

D.1.1 Directly or indirectly

related to terrorism

$100,000

for each journey

$100,000

for each journey

D.1.2 Emergency dental

treatment

$750

for each person

for each journey

$750

for each person

for each journey

D.1.3 Cash allowance

while in hospital (after

72 hours)

$100

for each complete

24-hour period

$3,000

for each person

for each journey

$100

for each complete

24-hour period

$3,000

for each person

for each journey

D.1.4 Extra travel and

accommodation

Unlimited Unlimited

D.1.5 Accompanying

person (if you’re in

hospital for more than

10 days and travelling

alone)

$5,000

for each journey

$5,000

for each journey

D.1.6 Funeral expenses

or return of a loved

one’s mortal remains

$15,000

for each

deceased person

$15,000

for each

deceased person

Your travel insurance policy document Section A

D.2 Individual cover Family cover Excess

Beneﬁt

Cancelling or changing your

journey before you leave

$2,500 to

unlimited

$5,000 to

unlimited

Sublimit

D.2 Any claim for frequent

ﬂyer points

$2,500 to

$5,000

for each journey

$5,000

for each journey

D.2 Any claim relating to

the existing condition

of a relevant person

$2,500

for each person

$5,000

for each journey

$2,500

for each person

$5,000

for each journey

D.2.1 Cancelling or changing

your journey

$2,500 to

unlimited cover

for each journey

$5,000 to

unlimited cover

for each journey

D.2.2 Delayed journey to

a special event

$2,500 to

$3,000

for each person

$6,000

for each journey

$2,500 to

$3,000

for each person

$6,000

for each journey

D.3 Individual cover Family cover Excess

Beneﬁt

Changes to your journey

once you have left $50,000 $100,000

Sublimit

D.3 Any claim for frequent

ﬂyer points

$5,000

for each journey

$5,000

for each journey

D.3 Any claim relating to

the existing condition

of a relevant person

$2,500

for each person

$5,000

for each journey

$2,500

for each person

$5,000

for each journey

D.3.1 Travel interruption $30,000

for each journey

$30,000

for each journey

D.3 .2 Cutting your

journey short

$50,000

for each journey

$100,000

for each journey

D.3.3 Delayed journey

to a special event

$3,000

for each person

$6,000

for each journey

$3,000

for each person

$6,000

for each journey

TravelCare

D.4 Individual cover Family cover Excess

Beneﬁt

Baggage and

personal items $25,000 $50,000

Sublimit

D.4.1 Unspeciﬁed

jewellery (or pair or

set) and watches

Depreciation applies

$2,500

for all items for

each journey

$2,500

for all items for

each journey

D.4.1 Unspeciﬁed

laptops, personal

computers, tablets,

cameras (including

related accessories

Depreciation applies

$3,000

for each item

$10,000

for all items for

each journey

$3,000

for each item

$10,000

for all items for

each journey

D.4.1 Other unspeciﬁed

items (or pair or set

of items) including

related accessories

Depreciation applies

$1,500

for each item

$1,500

for each item

D.4.2 Speciﬁed items

(or a pair or set)

including related

accessories (in each

case inclusive of

accessories as a set

of equipment items)

$10,000

for each item

$15,000

for all items for

each journey

$10,000

for each item

$15,000

for all items for

each journey

D.4.3 Baggage delay

during your journey

$1,000

for each person

$5,000

for each journey

$1,000

for each person

$5,000

for each journey

D.4.4 Essential

medication

$500

for each person

$500

for each journey

$500

for each person

$500

for each journey

D.5 Individual cover Family cover Excess

Beneﬁt

Cash, bank cards, travel

documents and passports $1,000 $2,000

Sublimit

D.5 Cash $500

for each journey

$500

for each journey

Your travel insurance policy document Section A

D.6 Individual cover Family cover Excess

Beneﬁt

Personal

accident

$25,000

(16–80 years)

$50,000

(16–80 years)

Sublimit

D.6.1 Loss of income $6,500

for each injured

person ($500

for each week)

$13,000

for each journey

$6,500

for each injured

person ($500

for each week)

$13,000

for each journey

D.6 .2 Total permanent

disablement

$25,000

for each journey

$50,000

for each journey

D.6.3 Loss of life $25,000

for each journey

$25,000

for each journey

D.7 Individual cover Family cover Excess

Beneﬁt

Personal

liability

$1,000,000

for each journey

$1,000,000

for each journey

D.8 Individual cover Family cover Excess

Beneﬁt

Rental vehicle

excess

$5,000

for each journey

$5,000

for each journey

D.9

Moped and

motorbike cover

See ‘D.9 Optional:

Moped and

motorbike cover’,

page 76

See ‘D.9 Optional:

Moped and

motorbike cover’,

page 76

D.10

Skiing and

snowboarding cover

See ‘D.10

Optional: Skiing

and snowboarding

cover’, page 78

See ‘D.10

Optional: Skiing

and snowboarding

cover’, page 78

You can increase the amount of cover you have for your journey

This policy provides cover if you need to cancel or change your travel arrangements before leaving

on your journey because of an unexpected event. When you buy this policy, you’re covered for the

following amounts.

• $2,500 for each journey – if you buy Individual cover

• $5,000 for each journey – if you buy Family cover

TravelCare

When you buy this policy, you can choose to increase your cover up to an unlimited amount under

‘D.2 Cancelling or changing your journey before you leave’ on page 43. Think carefully before you

decide how much cover you need. To help you decide, make notes on what you’ve paid, or will have to

pay before you leave, for the travel, accommodation, event tickets and tours you’ve booked.

For example, if you chose a limit of $5,000 for each journey, but spend $15,000 on your journey,

the most you can claim is $5,000 if you have to cancel that journey.

You can add extra cover for speciﬁc items

This policy covers you for personal items you take with you but haven’t told us about. We call these

‘unspeciﬁed’ items. When we pay your claim for an unspeciﬁed item, we only pay up to the beneﬁt

limits in the table on page 57.

You can increase the beneﬁt limit for more valuable personal items by asking us to cover them as

̒speciﬁed̕ items. We’ve made it easy for you to specify items — from watches and jewellery to laptops

and mobile phones. Learn more about cover for speciﬁed items on page 59.

There are some items we never cover

Before you specify an item or decide if you want to take it with you, make sure it isn’t something we

would never cover.

> See ‘D.4.5 Other losses we won’t cover’, page 63 and ‘E. General exclusions — things we

never cover’, page 80.

Depreciation may apply to claims for your personal items

When you claim for a personal item, we may subtract the value the item has lost over time

(depreciation). The table below shows how we apply depreciation to items.

Type of personal item

Does

depreciation

apply?

Unspeciﬁed items

Speciﬁed items Speciﬁed items where you can’t provide proof of

ownership and value, as shown on page 59

Any other speciﬁed items where you can

provide proof of ownership and value, as shown

on page 59

Your travel insurance policy document Section A

Check you’re not already covered under another policy

We won’t cover you for claims, costs, losses or liabilities if you have another insurance policy that

already covers you. We won’t contribute to any claim under any other policy. This applies to any

section you claim under in this policy.

Check any other insurance policies you have before you add extra cover for your speciﬁed items.

You can remove cover for your speciﬁed items and get a premium refund:

• before the date your journey starts, if you have a Single Trip Policy

• before the date your insurance starts, if you have an Annual Multi-Trip Policy.

You can add cover for skiing and snowboarding

This policy does not automatically cover you for skiing or snowboarding. However, you can add this

cover when you apply. Even if you add this cover, you will need to follow some conditions.

> Learn more about cover for skiing and snowboarding on page 78.

You can add cover for riding mopeds and motorbikes

This policy does not automatically cover you while riding a moped or motorbike – this includes you

driving or being a passenger. However, you can add cover when you apply. Even if you add this cover,

you need to follow some conditions.

> Learn more about cover for moped and motorbikes on page 76.

Choose the destinations you’re travelling to

When you buy your policy, you must tell us which destinations you want to cover – including any transit

stops where you’ll leave the airport.

You don’t have to list:

• when it includes travel through New Zealand waters – see ‘This policy covers cruises travelling

internationally’ on page 8

• transit stops, when they’re less than 24 hours and you’ll stay in the airport – you’re automatically

covered in those airports.

We won’t cover you for events outside of the airport in a destination that isn’t listed on your

Certiﬁcate of Insurance.

If you have a Single Trip Policy, you can change the destinations you have cover for before you set off

on your journey. However, once you’ve departed on your journey, you can only add new destinations.

If you have an Annual Multi-Trip Policy, you can change the destinations before the date your

insurance starts. However, after the date your insurance starts, you can only add new destinations.

Some destinations may be free to add cover for. We may charge an additional premium for other

destinations.

To change the destinations you have cover for, or if you’re unsure which destinations you’ll be

travelling to, please call us on 0800 800 571 or email us at: [email protected]

TravelCare

Choose your excess

An excess is the ﬁrst part of the claim, for which you are responsible. If an excess applies to a claim,

we subtract that excess from the amount we pay.

When you apply for your policy, you can choose whether to have an excess. Your premium may be

higher if you choose to not have an excess.

We only subtract one excess for each unexpected event. So, if an unexpected event means you need

to claim under more than one section of this policy, we only subtract one excess. However, if more

than one unexpected event affects you, we subtract an excess for each event.

You won’t pay an excess on the following beneﬁts:

• ‘D.1.6 Funeral expenses or returning mortal remains’ (page 42)

• ‘D.6 Personal accident’ (page 69)

• ‘D.7 Personal liability’ (page 72)

• ‘D.8 Rental vehicle excess’ (page 74).

How we work out what you need to pay for your policy

Your premium is the amount you must pay for your policy. We tell you how much your premium is

when you apply for your policy. We base the premium on several things, including:

• whether you want to cover a single journey or many separate journeys across the year (see page 17)

• if you chose an Annual Multi-Trip Policy, the maximum trip duration you select

• the number of adults, children, and non-dependent children you want cover for, and how old they are

• which destinations you’re travelling to

• how long you want cover for

• what excess you’ve selected

• whether you’ve increased the amount of cover you have under ‘D.2 Cancelling or changing your

journey before you leave’ (see page 43)

• whether you’ve added any speciﬁed items, and the value of those items (see page 59)

• whether you’ve added cover for skiing and snowboarding (see page 78)

• whether you’ve added cover for moped and motorbikes (see page 76)

• whether you’ve added cover for any pre-existing medical conditions (see page 31).

Your premium includes government duties and taxes, including Goods and Services Tax (GST),

if applicable.

This policy covers dependent children for free

We cover your dependent children for free while they’re with you on your journey.

A dependent child can be any of the following.

• Your child, stepchild, or foster child

• Your grandchild

• Your niece or nephew

Your travel insurance policy document Section A

For a child to be dependent, they must also meet all the following criteria.

• They must be under 21 years old at the date your insurance was issued.

• If they are 18 years old or over, they must:

– be unmarried

– not be in full-time employment

– be ﬁnancially dependent on at least one adult listed on your Certiﬁcate of Insurance (a child

is not ﬁnancially dependent if you’re only covering their ﬁnances while on the journey).

This policy doesn’t automatically cover pre-existing medical conditions (see page 29) and

speciﬁed items (see page 59). So, if your dependent children need cover for these, you may need

to pay an extra premium.

You’ll need to pay a premium for non-dependent children

We charge a premium for any children travelling who aren’t dependent children. Examples of

non-dependent children include children who aren’t related to any of the adults your policy covers,

such as your child’s friend. Children travelling without any adults are non-dependent children and

we charge them a premium.

Non-dependent children travelling without an adult each need their own separate policy.

You’ll have Individual or Family cover on your journey

We have two types of cover under this policy – Individual and Family cover. We’ll automatically select

your cover type when you conﬁrm the number and type of travellers on your policy.

Individual cover Family cover

Applies to any:

• one non-dependent child

• one adult

• one adult and any dependent children.

Two or more children travelling

without an adult must have separate

‘Individual’ policies.

Applies to either:

• two adults

• two adults and any dependent children.

With Family cover on an Annual Multi-Trip

Policy, the following criteria apply.

• Adults can travel independently

• Dependent children are only covered if

travelling with an adult who’s covered by

the policy

As two adults are covered under Family cover, some beneﬁts have higher maximum cover for each

journey – see page 9.

TravelCare

Choose a Single Trip Policy or an Annual Multi-Trip Policy

You can choose one of our two policies.

• The Single Trip Policy covers you for a single return journey overseas, for up to 12 months

• The Annual Multi-Trip Policy covers you for an unlimited number of overseas return journeys

(up to a maximum trip duration for each journey) in a 12-month period

With a Single Trip Policy, the journey, including any policy extension we agree to, can’t be longer

than 12 months in total from the date your journey starts.

Select your travel dates with a Single Trip Policy

With a Single Trip Policy, you select the dates you will depart and return to New Zealand. You don’t

need to choose when your cover starts because it starts on the day you buy it.

> Learn how your cover starts and stops on page 20.

Select when you’d like your cover to start with an Annual Multi-Trip Policy

With an Annual Multi-Trip Policy, you’ll need to choose when you want your cover to start. If you want

your cover to start as soon as you buy your policy, select today’s date.

Your 12 months of cover begins on the date you choose for your cover to start.

If you choose to start your cover after the day you buy your policy, you won’t have any cover until the

date you chose. For example, you won’t have cancellation cover for any events that happen before the

date your insurance starts.

> Learn how your cover starts and stops on page 20.

With an Annual Multi-Trip Policy, you’ll have to select a maximum trip duration

If you choose an Annual Multi-Trip Policy, you’ll have to choose the maximum length of cover you want

for each journey – we call this the ‘maximum trip duration’.

You can choose a maximum trip duration of 30, 60, or 90 days. If you want to go on a journey that’s

longer than 90 days, the Single Trip Policy may be a better option.

Day one of your maximum trip duration is the day you start each journey. If you’ve chosen 30 days as

your maximum trip duration, but take a 35-day journey, the policy won’t cover you for the last 5 days.

So, choose your maximum trip duration carefully.

> If you’re planning a journey that’s longer than your maximum trip duration, get in touch to

discuss your options.

Your travel insurance policy document Section A

We may decide to offer you different cover, or refuse cover

When you apply for your policy, we can decide how and when to offer cover. We may decide to not

offer you cover, or to offer you cover on different terms and conditions — even if you’ve had a policy

with us before.

We may send you special terms and conditions in any of the following.

• Your Certiﬁcate of Insurance – which includes your medical assessment

• Any Endorsement to your policy

If we do send you special terms and conditions, your cover will be determined by both:

• the terms and conditions in this policy

• the special terms and conditions we send you.

We email your policy documents when we accept your application

If we accept your application, we send you an email that conﬁrms your cover. The email will include:

• a copy of this policy

• your Certiﬁcate of Insurance and medical assessment, which set out:

– details of your policy

– details of your medical cover and your answers to the medical questions

• any special conditions that apply to your policy (including any Endorsement to your policy).

These documents form your insurance contract.

We usually contact you by email

We send emails to the main policyholder using the email address you give us.

We use email to send you any important documents. If you don’t want to share these important

documents with the main policyholder, you’ll need to buy a separate policy.

When we make decisions and set timeframes, we use the dates we send an email rather than the date

it was delivered or received.

If you don’t receive an email you’re expecting, please check your junk mail ﬁrst, then contact us.

TravelCare

If you’re the main policyholder

If you’re the main policyholder, you’re responsible for:

• passing on any information we send you to the people named on your Certiﬁcate of Insurance

• any information you give us about people named on your Certiﬁcate of Insurance.

> See ‘Give us accurate and complete information’, page 22.

For our records, if we contact the main policyholder, we’ve contacted everyone named on your

Certiﬁcate of Insurance.

We keep your information private

Our privacy statement explains when and how we collect, hold, use, and disclose your personal

information. You can ﬁnd our privacy statement at: www.scti.co.nz/privacy

For example, we use the information about you to:

• decide whether we can cover you

• decide how much you should pay for cover

• process any claims.

We won’t rent or sell your personal information to other companies.

If you would like to access or correct your personal information, please email us at: in[email protected]

You have a 14-day free look period

If you cancel your policy within 14 days of buying it, you can get a full refund if you meet all the

criteria below.

• You tell us you want to cancel within 14 days of buying your policy

• You haven’t started your journey

• You haven’t made a claim, and don’t intend to make a claim

Tell us you want to cancel by calling 0800 800 571 or emailing us at: info@scti.co.nz

Refunds if you cancel after the 14-day free look period

If you cancel your Single Trip Policy after the 14-day free look period, you can get a full refund,

but you’ll need to pay a $35 cancellation fee and meet all the criteria below.

• You haven’t started your journey (you can’t cancel your policy after the date your journey starts)

• You haven’t made a claim or intend to make a claim

If you cancel your Annual Multi-Trip Policy after the 14-day free look period, you can get a full refund

if you meet the criteria below. You don’t have to pay a cancellation fee.

• Your cover hasn’t started (you can’t cancel your policy after the date your insurance starts)

• You haven’t made a claim or intend to make a claim

Tell us you want to cancel by calling 0800 800 571 or emailing us at: info@scti.co.nz

Your travel insurance policy document Section A

When your cover starts and stops

When you buy your policy, you select the dates relevant to your cover. You can’t buy this policy if

you’ve already started your journey.

Cancellation cover begins on your date your insurance starts

From the date your insurance starts, you have cover under ‘D.2 Cancelling or changing your journey

before you leave’ (see page 43).

The date your insurance starts is different depending on whether you have the Single Trip Policy or

Annual Multi-Trip Policy. See the table below for details.

Single Trip Policy Annual Multi-Trip Policy

You don’t need to choose when your cover

starts. The date your insurance starts is the

date and time you buy your policy.

You must choose the date your insurance

starts. It can be the date you buy your policy

or any other date before the start of your

ﬁrst journey.

Your cover begins on the date you choose

as the date your insurance starts.

The rest of the cover kicks in under the other sections when you start

your journey

How your cover starts under the other sections is different depending on whether you have the

Single Trip Policy or Annual Multi-Trip Policy. See the table below for details.

Single Trip Policy Annual Multi-Trip Policy

The rest of your cover starts when you leave

on your journey.

The rest of your cover starts when you leave

on each journey.

When you return from your journey your full

cover stops. This means between journeys

you only have cover under ‘D.2 Cancelling or

changing your journey before you leave’

(see page 43).

TravelCare

When cover for your journey ends

If you change your plans and return to New Zealand early or stay overseas longer make sure you know

when your cover for your journey ends. This is different depending on whether you have the Single Trip

Policy or Annual Multi-Trip Policy. See the table below for details.

Single Trip Policy Annual Multi-Trip Policy

Cover for your journey ends at whichever

is earliest:

• on the date and time you return to

New Zealand

• on the date your insurance ends.

Cover for your journey ends at whichever

is the earliest:

• on the date and time you return to

New Zealand

• on the last day you selected as your

maximum trip duration

• on the date your insurance ends.

For example, on a Single Trip Policy if you return to New Zealand early, cover for your journey stops

at the date and time you arrive back. If you stay overseas longer, your cover stops on the date your

insurance ends.

When cover for your policy ends

Cover under your policy ends on the date your insurance ends.

When we will — and won’t — extend your cover

This part of the policy explains the circumstances where we can extend your policy.

We extend your cover at no charge if an unexpected event means you

can’t return home

If an unexpected event that we cover stops you from returning to New Zealand, we can extend your

cover at no charge if you call us at 0800 800 571 or email us at: in[email protected]

When you contact us, we’ll tell you in writing when your extended cover will end. This will form part of

your insurance contract.

To keep getting cover, you must go along with any arrangements we make to get you back to

New Zealand. If this is related to a medical event, you must return to New Zealand once we, or our

medical team, say you’re ﬁne to travel.

Your cover stops if you decide to continue your journey or don’t follow our arrangements.

Remember, if you have an Annual Multi-Trip Policy, let us know if your health has changed before you

start your next journey. We can tell you whether we’ll offer you cover for the health changes for any

future journey under your policy.

> See ‘Tell us about changes to your health’ (page 27).

Your travel insurance policy document Section A

You can ask us to extend your Single Trip Policy cover for an extra charge

You can ask us to extend your cover if all the following apply.

• You have a Single Trip Policy

• You are still overseas

• You haven’t reached the date your insurance ends

• Your length of cover (including the extension) is no more than 12 months

If we agree to extend your cover, you’ll need to pay an extra premium. We won’t extend your policy

if your insurance has already ended.

Tell us if you need to extend your cover by calling 0800 800 571 or emailing us at: [email protected]

Extensions won’t cover unexpected events that have already happened

If we offer to extend your cover for an extra premium, the extension won’t cover any unexpected

events that happened during the original period we were covering you.

Making other changes to your policy

You can ask us to change your policy. We decide whether to make any changes you ask for.

If we agree to make a change, we’ll:

• tell you if you need to pay an extra premium

• tell you if we need to revise your policy or send you a new one

• email you to conﬁrm the change and include your changed or new insurance documents.

The changes only take effect when we have sent the email conﬁrming the change and we’ve

received any extra premium.

If you return to New Zealand early, we won’t shorten your policy or refund any premium.

Your responsibilities

As a condition of your cover, you must meet the following responsibilities. These responsibilities

apply to all sections of this policy.

You must be reasonably careful

We expect you to take reasonable care to avoid or minimise a loss, and to take extra care of more

valuable items.

Give us accurate and complete information

You must be honest and fair with us. All the information we get from you, or anyone acting on your

behalf, about this policy and any claim must be honest, accurate and complete.

TravelCare

What we can do if you don’t meet your responsibilities

If you don’t meet the responsibilities above, we may:

• refuse to issue a policy

• decline any claim

• reduce our liability for any claim

• recover any amount we’ve already paid you for claims

• cancel this policy

• void this policy — this means treating your policy as though it never existed

• we may refuse to insure you in the future.

If we decide to cancel your policy:

• we’ll do it by email

• we won’t cover you or anyone listed on your Certiﬁcate of Insurance from the cancellation date

in the email

• we may keep the premium you’ve paid for the policy

• we may refuse to insure you in the future.

If we decide to void your policy:

• we’ll do it by email

• we’ll treat the policy as if it had never existed, and won’t cover you or anyone listed on your

Certiﬁcate of Insurance

• we’ll return the premium you paid for the policy

• you’ll have to refund any amount we’ve already paid you for claims, if we ask

• we may refuse to insure you in the future.

Claiming and the claims process

It’s stressful when things go wrong on a journey, so we’ve made it as straightforward as possible to

make a claim. It’s important that you tell us as soon as you become aware of any circumstances that

may result in a claim.

Making your claim

You can make a claim online at: www.scti.co.nz/claims. Follow the prompts and upload your

supporting documents. To avoid delays, make sure you have your supporting documents ready.

When you make your claim, we may ask you to complete an authorisation form. You must complete

this form and return to us before we can assess your claim.

If you have any questions about making a claim, call us on 0800 800 571.

Your travel insurance policy document Section A

You can only claim for the same standard of travel and accommodation

If your plans change, you may have to book new ﬂights or accommodation. If this happens, you can

only claim for travel or accommodation that’s the same standard you originally booked. For example,

if you booked premium economy seats, we won’t cover an upgrade to business class.

If you can’t book the same standard of ﬂights or accommodation, you must get our permission before

you book a higher standard.

You have responsibilities at claim time

You’re responsible for doing certain things described in this section before and after you claim,

and after we accept your claim. These responsibilities apply to any section you claim under.

Before you claim

You must do all the following before you make a claim.

Tell us as soon as possible

Make a claim as soon as possible.

Prevent any further loss

You must take all reasonable steps to prevent further loss or liability. For example, you would not be

taking all reasonable steps to prevent further loss if you:

• Knew you couldn’t make your journey, but couldn’t get a refund or credit because you cancelled

too late.

• Continued to pay towards your journey when you knew you had a change in your health that later

affects your ability to travel.

• Received medical treatment in a private hospital in a country where you could have received free

or subsidised medical treatment under the public health system.

Get written reports for medical events

For minor medical events, you pay the costs yourself and submit a claim for assessment. Get a

medical report from your medical professional and a copy of any prescriptions you’re given.

You’ll need to submit these with your claim along with your receipts for the payments.

For major medical events, we’ll work with you or the hospital to get the information we need to

decide cover, so it’s important that you call Southern Cross Emergency Assistance as soon as

you can on +64 9 359 1600.

Get written reports for lost, stolen or damaged items

If your items are lost, stolen or damaged, you must report it to the relevant authorities, such as the

police or your airline operator as soon as possible, and get a written report from them. If you don’t

report lost or stolen items to the relevant authorities, we won’t pay your claim.

For any claims relating to a lost or stolen mobile phone or device with phone capabilities, you must

block the International Mobile Equipment Identity (IMEI) number. You must also send us proof

that this IMEI number has been blocked, or conﬁrmation from your provider conﬁrming that it can’t

be blocked.

TravelCare

Claim refunds, credits, payments, or compensation from anyone else, if you can

You must seek refunds, credits, payments, or compensation from other parties for the loss you’re

claiming. For example:

• an airline might give you a refund or a credit,

• your credit card provider might give you a refund

• you may be able to claim against a hotel, a transport provider (an airline, ferry operator, or bus

company), or travel and tour operator.

If we accept your claim, we’ll pay the difference between your cover and any other refunds, credits,

payments, or compensation you’ve received.

Both of the following must apply.

• You’ve got any other refunds, credits, payments, or compensation for the loss

• Your claims against anyone else have been decided

We will ask you to prove that you can’t get a refund, credits, payments, or compensation for any costs

you’re claiming.

If you have other insurance, we won’t pay your claim.

Preserve anything that is part of the claim

Don’t destroy, dispose of or have repaired anything that is or could be part of the claim.

Once you have claimed

You must do all the following once you’ve made a claim.

Follow our instructions

Do what we ask you to do and give us the information and help that we need. We may decide to not

pay your claim if you don’t do what we, or Southern Cross Emergency Assistance, ask you to do.

Provide us with proof to support your claim

Send us proof to support your claim. Each beneﬁt requires speciﬁc evidence that’s needed to prove

your claim. You’ll need to refer to the beneﬁt you’re claiming under to understand what you need to

send to us.

Give us necessary documents and authority to act

Give us all necessary documents and authority so that we can deal with your claim. For a claim under

‘D.7 Personal liability’, you must let us take over, and conduct in your name, the defence or settlement

of any claim, and give us full discretion in the handling of any legal proceedings.

If someone is claiming against you, refer them to us

If someone is making a claim against you, don’t admit any liability. Instead, let us know about the

situation and follow our advice.

Your travel insurance policy document Section A

Once we’ve accepted your claim

You must do all the following once we’ve accepted your claim.

Help us recover money from someone else, if we ask

We have the right to take action to get money back from a person or company that caused a loss

you’ve claimed for under your policy.

We’ll pay for any action and may:

• act in your name to get money back from other parties

• take over defending an action that other parties are carrying out against you

• defend and settle any claim against you.

You must not start any action against other parties without our written permission. ‘Action’ includes

incurring expenses and negotiating, paying, settling, or agreeing on compensation.

You must help us by:

• answering our questions and giving us any information we ask for

• cooperating with us and anyone else we appoint to help us recover the money.

If we pay you for a damaged item, send it to us

Where we pay your claim for a damaged item, it becomes ours. If we ask, you must send it to us,

at our cost.

Tell us if your lost or stolen property is recovered

If any lost or stolen items that you claimed for are found, you must tell us. Then we’ll decide whether

you must give us the recovered items, or refund any money we paid you for them.

What we can do if you don’t meet your responsibilities

If you don’t meet the responsibilities under this section ‘You have responsibilities at claim time’,

we may:

• decline any claim

• reduce our liability for any claim

• recover any amount we’ve already paid you for claims

• cancel this policy

• refuse to insure you in the future.

If we cancel your policy:

• we’ll do it by email

• we won’t cover you or anyone listed on your Certiﬁcate of Insurance from the cancellation date

in the email

• we may keep the premium you’ve paid for the policy

• we may refuse to insure you in the future.

TravelCare

Some advice before you go

Make sure it’s safe to travel

You must make sure it’s still safe to travel to your destinations by checking for travel advisories on the

SafeTravel website www.safetravel.govt.nz

Your policy may be affected if the travel advisory on the SafeTravel website is ‘Do not travel’ or ‘Avoid

non-essential travel’.

You need to check this when you buy your insurance, again before you start your journey, and before

leaving for each new destination.

The table below shows how travel advisories affect your policy.

Type of travel advisory Eect on your policy

A travel advisory that affects just

part of a country

You won’t be covered for events in that part of the

country that relate to that travel advisory.

A travel advisory that affects the

whole country

You won’t be covered for events anywhere in that country

that relate to that travel advisory.

Multiple travel advisories may apply to a country. For example, Ministry of Foreign Affairs and Trade

(MFAT) may issue an entire country with a travel advisory because of kidnapping threats. In addition,

a city in that country may be experiencing civil riots which results in MFAT issuing a partial travel

advisory to that speciﬁc area.

Your cover may be impacted if you buy your policy, then your destination is given a travel advisory

before you leave for that destination, including if you are already overseas at the time the travel

advisory is issued.

To ﬁnd out how you are covered if a travel advisory changes for a destination on your journey, call us

on 0800 800 571.

Tell us about changes to your health

This policy doesn’t automatically cover changes to your health after the date your insurance was

issued other than where you qualify for cover under ‘D.2 Cancelling or changing your journey before

you leave’ (page 43).

However, if you contact us to complete a medical assessment, we may be able to offer you cover for

these changes.

Your travel insurance policy document Section A

If you’re unhappy with any part of your insurance, or the service we’ve provided, please let us know.

We take complaints seriously and do our best to resolve them.

You can call us on 0800 800 571, or email us at: [email protected]

If we can’t resolve your problem after you ﬁrst contact us, we’ll ask you to follow our internal complaint

process — see: www.scti.co.nz/complaints

If you’re not satisﬁed with the result of your complaint, you can take it to the independent Insurance

& Financial Services Ombudsman Scheme. You can ﬁnd out more about the Ombudsman Scheme

at: www.ifso.nz

We have a vulnerable customer policy

You can access our vulnerable customer statement (including how we support customers in a family

violence situation) on our website at: www.scti.co.nz/vulnerable

New Zealand law applies

Any legal disputes about this policy will be decided under New Zealand law.

TravelCare

This section applies to any claim under this policy. It explains how and

when we can cover:

• illnesses, injuries, and health symptoms that you knew about when

you applied for your policy — we call these pre-existing medical

conditions

• changes to your pre-existing medical conditions after you buy

your policy

• any new illness, injury, or health symptom that you discover after

the date your insurance was issued and before the date your

journey starts.

> The terms and conditions in this section apply when you a make claim under

‘D. What is and isn’t covered’ (see page 36).

Section B

Your travel insurance policy document

How we cover

pre-existing

medical conditions

Pre-existing medical conditions

We don’t automatically cover any pre-existing medical condition

The policy doesn’t automatically cover your pre-existing medical conditions. However,

if you complete a medical assessment, we may be able to offer you cover for your

pre-existing medical conditions.

We won’t cover undiagnosed pre-existing medical conditions at all

We won’t cover undiagnosed pre-existing medical conditions. For example, if you’re

experiencing stomach pains but the medical professionals don’t know why, or you’re

awaiting test results, we won’t cover those symptoms.

What we consider a pre-existing medical condition

A pre-existing medical condition is any illness, injury, or health symptom to which all the

following apply.

• You know about it, or a reasonable person should have known about it prior to the date your

insurance was issued.

• In the 3 years before the date your insurance was issued, any of the following applied.

– You sought or received medical help

– Someone recommended you seek or receive medical help

– A reasonable person would have sought or received medical help

– You were waiting for medical help

In this deﬁnition, ‘medical help’ means any of the following.

– Advice from a health professional

– Tests, investigations, or specialist consultations

– Care, treatment, or medical attention, including surgery

– Medication or a script for medication

An illness, injury or health symptom doesn’t need a conﬁrmed medical diagnosis to count as

a pre-existing medical condition.

TravelCare

We treat pregnancy complications as pre-existing medical conditions

If you have had any pregnancy complications in the 3 years before the date your insurance was issued,

we consider these complications to be pre-existing medical conditions. If you experience those same

complications, we won’t automatically cover you, so if you want cover, you should apply.

Examples of pregnancy complications include:

• pre-eclampsia

• recurrent miscarriage (that is, three or more consecutive miscarriages)

• small for date baby

• postnatal depression.

We may be able to cover you for pre-existing medical conditions

If you complete a medical assessment, we may be able to offer you cover for your pre-existing

medical conditions.

Changes to health

We don’t automatically cover changes to your health other than under

‘D.2 Cancelling or changing your journey before you leave’

This policy doesn’t automatically cover changes to your health other than under

‘D.2 Cancelling or changing your journey before you leave’ (see page 43).

If there’s a change to your health before your journey, we may cover you under ‘D.2 Cancelling or

changing your journey before you leave’ (see page 43), even if we can’t cover that condition on

your journey.

We only cover you under ‘D.2 Cancelling or changing your journey before you leave’ (see page 43)

if medical advice states that you are not medically ﬁt to travel on your journey as it was originally

arranged.

Unless you contact us and we conﬁrm otherwise, we won’t cover any payments you make after

you become aware, or a reasonable person would have been aware, of any changes to your health.

We won’t cover undiagnosed changes to your health at all

We won’t cover undiagnosed changes to your health. For example, if you’re experiencing

stomach pains but the medical professionals don’t know why, or you’re awaiting test results,

we won’t cover those symptoms.

Section B

Your travel insurance policy document

What we consider to be changes to health

A change to your health before you travel is any new illness, injury or health symptom, or change

to a covered condition, to which all of the following apply:

• It occurs between the date your insurance was issued and the date your journey starts.

For Annual Multi-Trip Policies, the date your journey starts applies to each journey you start.

• You know about it, or a reasonable person should know about it.

• Any of the following apply:

– you seek or receive medical help

– someone recommends you seek or receive medical help

– a reasonable person would seek or receive medical help

– you are waiting for medical help

In this deﬁnition, ‘medical help’ means any of the following:

– advice from a health professional

– tests, investigations or specialist consultations

– care, treatment, or medical attention, including surgery

– medication or a script for medication

A new illness, injury or health symptom, or change to a covered condition doesn’t need a conﬁrmed

medical diagnosis to count as a change to your health.

Changes to a covered condition include any change in the prognosis, treatment or medication

(including dose).

We may be able to cover you for changes to your health before you travel

If you contact us to complete a medical assessment, we may be able to offer you cover for these

changes to your health.

Before you travel, we recommend getting your doctor to check for any new health conditions or

symptoms you or anyone traveling may have. If your doctor tells you or anyone traveling of any new

illness, injury, health symptom, or change to a covered condition before the date your journey starts,

How to apply to cover your pre-existing medical condition,

or changes to your health, under section D

To apply for cover for your pre-existing medical condition or changes to your health you must both:

• complete the medical assessment when you apply for cover

• tell us about all your pre-existing medical conditions or changes to your health when you complete

the medical assessment.

We need to know the name of the health condition or health symptom of your pre-existing medical

condition or changes to your health when you apply. If you’re unsure, check with your doctor ﬁrst. If

you don’t tell us about all your pre-existing medical condition or changes to your health it could affect

your cover when you submit a claim.

TravelCare

You must tell us about all your pre-existing medical conditions

or changes to your health, not just some

If you choose to tell us about one pre-existing medical condition or changes to your health, you must

tell us about all your pre-existing medical conditions or changes to your health when you apply for

cover and complete the medical assessment.

If you don’t tell us about any pre-existing medical conditions

or changes to your health, we won’t cover them

If you don’t tell us about your pre-existing medical conditions, we won’t cover anything related

to them.

If you don’t tell us about changes to your health, we will only provide the cover available under

‘D.2 Cancelling or changing your journey before you leave’ (page 43).

Call us about your pre-existing medical condition or change

to your health, if you’re unsure

Making sure you have the right cover for your health is important to us. If you have any questions,

call us on 0800 800 571.

You can accept or decline our oer to cover you for a pre-existing

medical condition or change to your health

If we offer to cover any of your pre-existing medical conditions or change to your health which you tell

us about in your medical assessment, you can choose to accept or decline our offer.

If you accept our oer, you may need to pay an extra premium

You may need to pay an extra premium if you accept our offer. When we receive that premium,

we send you an email conﬁrming the pre-existing medical conditions or change to your health we

have agreed to cover. Your medical assessment will list them as covered conditions.

If you decline our oer, we won’t cover your pre-existing medical conditions

You won’t need to pay any extra premium if you decline our offer. We’ll send you an email conﬁrming

that we’re not covering your pre-existing medical conditions or change to your health. Your medical

assessment will list these as excluded conditions. We won’t cover any claims for anything related to

your excluded pre-existing medical conditions or change to your health.

We may be unable to cover your condition

If we’re unable to cover your pre-existing medical conditions or change to your health, we’ll send you

an email conﬁrming this. Your medical assessment will list those pre-existing medical conditions or

change to your health as excluded conditions.

We won’t pay any claims for anything related to your excluded pre-existing medical conditions or

change to your health.

Section B

Your travel insurance policy document

We won’t cover changes or cancellations for expected medical procedures

— even if they’re for covered conditions

If you need to claim because of a medical procedure you were on a waiting list for or scheduled to

receive before the date your insurance was issued, we won’t cover you under:

• ‘D.2 Cancelling or changing your journey before you leave’ (page 43)

• ‘D.3 Changes to your journey once you have left’ (page 49).

This exclusion applies even if the condition you are having the medical procedure for is listed on your

medical assessment as a covered condition.

We may cover journey changes caused by the ill-health of someone

important to you

A relevant person is a person who’s important to you but isn’t named on your Certiﬁcate of Insurance

and is one of the following.

• A member of your immediate family

• Your travel companion

• A person directly related to the primary purpose of your journey

Points to note

Take the health of any relevant people into account when you plan your journey and choose

your cover. We only provide limited cover for changes or cancellations caused by sudden

unexpected changes in a relevant person’s health.

You can make a claim under ‘D.2 Cancelling or changing your journey before you leave’ on page 43,

or ‘D.3 Changes to your journey once you have left’ on page 49, if the health of a relevant person

unexpectedly gets worse, resulting in any of the following.

• Their death

• Their admission to a public or private hospital, for inpatient care as part of non-elective treatment

• A doctor recommending their admission to a public or private hospital for inpatient care as part of

non-elective treatment

• Their admission to end-stage palliative care

• A doctor recommending their admission to end-stage palliative care

• Their diagnosis of a terminal condition

• Their diagnosis of a condition that needs radiotherapy or chemotherapy

The relevant person must also not be over 85 years old before the date your insurance was issued.

TravelCare

This section explains how we cover pregnancy under section D.

We cover you for costs or losses related to pregnancy

This policy automatically covers pregnancy up until the 24th week of gestation (the ﬁrst 23 weeks

and 6 days). Gestational age is measured in weeks and days from the ﬁrst day of your last menstrual

period or from staging ultrasound. We provide this cover for a single pregnancy, a multiple pregnancy

(such as twins or triplets) and a pregnancy through fertility treatment, as long as the pregnancy had no

complications before you bought your policy.

> For details on how we cover you, see ‘D.1 Cover for medical and evacuation’ (page 36),

‘D.2 Cancelling or changing your journey before you leave’ (page 43), and ‘D.3 Changes to

your journey once you have left’ (page 49).

We will cover the following medical expenses related to pregnancy:

• childbirth up until the 24th week (the ﬁrst 23 weeks and 6 days)

• neo-natal care of the new-born child up until the date and time you return to New Zealand.

We won’t cover any pregnancy after the 24th week of gestation.

Section B

Your travel insurance policy document

How we cover

pregnancy

This section explains the details of your policy: when you are covered

and when you are not.

Cover for medical and evacuation

This section explains cover for medical treatment and evacuation because of an unexpected event

on your journey.

When you need to check with us before you start medical treatment

You need to let us know about major, but not minor, treatment.

You may not be able make a claim if you don’t get our approval ﬁrst. You, or someone acting for

you, must contact Southern Cross Emergency Assistance as soon as possible if you need serious

medical attention.

You must get our approval if you:

• are admitted to hospital

• need surgery

• expect your medical and related expenses to be more than $2,000.

D.1

TravelCare

What is and

isn’t covered

You don’t need to get our approval for minor medical treatment

If you need to see a medical professional or get minor medical treatment that’s under $2,000,

you should pay for it and submit a claim for assessment.

Don’t forget to keep all receipts, bills, medical reports and any other documents that could

support your claim.

We are not responsible for standards of medical care

Some overseas countries may have lower medical standards and services than New Zealand.

We are not responsible for the standard of any medical services you get while you are overseas.

D.1.1 Medical and evacuation

We’ll cover your actual and reasonable medical expenses if you need medical treatment because

of an unexpected event during your journey.

If we have conﬁrmed that your medical expenses are covered, and you are deemed medically ﬁt to

travel by Southern Cross Emergency Assistance, we can pay to:

• repatriate you to New Zealand

• evacuate you to another country that we choose for further treatment.

If you need medical evacuation, or repatriation to New Zealand, because of an unexpected event

during your journey, we’ll cover:

• your medical evacuation costs if we need to move you to another location for necessary

medical treatment

• your repatriation costs to bring you back to New Zealand.

We only cover you if one of the following applies.

• Your policy covers your medical treatment

• Your policy would cover your medical treatment, but a public health service already covers it

Your claim must meet the conditions of cover below.

We subtract an excess from claims we pay under this section.

Section D

Your travel insurance policy document

Conditions of cover

We only cover your claims if you follow any instructions we make to evacuate you to another

medical facility or repatriate you to New Zealand. We will only ever ask to do this if you are

medically ﬁt to travel.

We won’t cover any further medical treatment after the date and time we would have moved

you, if you refuse to be evacuated or repatriated.

The following conditions also apply to all claims under this section.

• You must, in our opinion, be medically ﬁt to travel with or without an upgrade to your

travel arrangements

• We’ll decide whether to medically evacuate you or repatriate you to New Zealand. This

includes when, where, and how we’ll do it

• If we have to repatriate you to New Zealand, we’ll try to use your original return ticket.

If we can’t re-book the ticket, you must try to get a refund and return it to us. If the refund

is more than the cost of returning you to New Zealand, you keep the difference between

the cost and the refund

• If you don’t hold a return ticket to New Zealand, we’ll deduct the cost of a one-way fare to

New Zealand from any payment made under this section of the policy. The cost will be a

one-way economy fare from your original carrier for the return route we use, as published

on the date we ﬁnalise your claim. You must give us the full itinerary that you got from your

transport providers so that we can conﬁrm your ﬂight details with your carrier

• If we cover the cost of your repatriation to New Zealand, there is no cover for any unused

pre-paid costs of your original return travel arrangements to New Zealand

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Specialist consultations, investigations or treatment without a referral from a general

practitioner or family doctor where referral services are available

• Check-ups or treatment when there were no symptoms, illness or injury under

investigation

• Self-prescribed (over-the-counter) treatments or medication that is available without

a prescription

• Preventative treatment (including but not limited to contraception and vaccines)

• Fertility treatment

• Medical expenses incurred directly or indirectly due to a treatment error by a medical

provider

• Medical treatment in New Zealand, unless provided on a cruise ship which is travelling

internationally – see page 8

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

D.1.2 Your cover for emergency dental treatment

We cover you if you require emergency dental treatment because of an unexpected event during

your journey.

Your claim must meet the conditions of cover below.

We pay up to $750 for each person for each journey.

We subtract an excess from claims we pay under this section.

Conditions of cover

We will only cover emergency dental treatment if it is for at least one of the following.

• To relieve sudden and acute pain to teeth

• Where your natural teeth, replacement teeth or dentures have been damaged during your

journey as a result of an injury

You must also get a report from the treating dentist that conﬁrms the reason for and details

of the emergency dental treatment.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Check-ups or preventative treatment

• Dental treatment in New Zealand, unless provided on a cruise ship which is travelling

internationally – see page 8

• Self-prescribed (over-the-counter) treatments or medication that is available without

a prescription

• Dental expenses incurred directly or indirectly due to a treatment error by a dental provider

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section D

Your travel insurance policy document

D.1.3 Cash allowance whilst in hospital

We’ll pay you a cash allowance if you need to stay in hospital for more than 72 consecutive hours

because of an unexpected event during your journey.

Your claim must meet the conditions of cover below.

We pay you $100 a day for each complete 24-hour period you’re in hospital. We pay up to $3,000

for each person.

We subtract an excess from claims we pay under this section.

Conditions of cover

We only cover you if one of the following applies.

• Your policy covers your medical treatment

• Your policy would cover your medical treatment, but a public health service already covers it

What we won’t cover

We won’t cover claims for anything excluded under ‘E. General exclusions — things we never

cover’ (page 80).

D.1.4 Extra travel and accommodation costs if you’re unable to travel

We’ll cover extra travel and accommodation costs if you fall ill or get injured because of an

unexpected event during your journey, and we don’t consider you medically ﬁt to travel.

Your claim must meet the conditions of cover below.

We’ll cover you and any other person on your Certiﬁcate of Insurance for your reasonable actual

costs of:

• extra accommodation and meals that you were not expecting to pay for

• necessary travel within the area you’re staying in, for example to hospital or medical appointments.

We subtract an excess from claims we pay under this section.

TravelCare

Conditions of cover

We’ll only cover you if we’ve conﬁrmed that your policy covers your unexpected event.

• We cover you under this beneﬁt during the period you are not medically ﬁt to travel and

whilst you incur additional accommodation or travel expenses.

• If during this period you have losses relating to pre-paid unused accommodation or travel,

we will consider these losses under section ‘D.3 Changes to your journey once you have

left’ (page 49). We will take into account the amount we have paid under this beneﬁt,

and will only cover any losses over and above this amount.

• Once you are declared medically ﬁt to travel, we will cover the cost of additional travel to

return you to New Zealand under this beneﬁt.

• If we agree to you continuing on your journey, we consider the losses related to amending

your journey under Section ‘D.3 Changes to your journey once you have left’ (page 49).

What we won’t cover

We won’t cover claims for anything excluded under ‘E. General exclusions — things we never

cover’ (page 80).

D.1.5 Accompanying person

If you’re travelling alone and are admitted to hospital for more than 10 days because of an unexpected

event during your journey, we’ll arrange for someone to travel to where you’re getting medical

treatment. You can choose who comes to you, as long as they’re coming from New Zealand.

Your claim must meet the conditions of cover below.

We cover your accompanying person’s reasonable costs of travel (a return economy ﬂight and

transfers), accommodation, and meals.

We pay up to $5,000 for each person.

We subtract an excess from claims we pay under this section.

Conditions of cover

We only cover you if one of the following applies.

• Your policy covers your medical treatment

• Your policy would cover your medical treatment, but a public health service already covers it

What we won’t cover

We won’t cover claims for anything excluded under ‘E. General exclusions — things we never

cover’ (page 80).

Section D

Your travel insurance policy document

D.1.6 Funeral expenses or returning mortal remains

If you die while you’re on your journey, we’ll cover the actual and reasonable cost of the following.

• Embalming your body, cremating your body, or both

• Either:

– a burial in the place where you died (the cost of a casket, a newspaper death notice cost,

hearse fees, any compulsory fees for buying and preparing a burial plot)

– returning your remains to New Zealand

• Flying an immediate family member to the place you died, on a scheduled return economy ﬂight,

to help make these arrangements

Your claim must meet the conditions of cover below.

We pay up to $15,000 to the estate of each deceased person.

We won’t subtract an excess from claims we pay under this section.

Conditions of cover

We don’t require evidence that your death was caused by an unexpected event, however,

we only cover you if someone can give us satisfactory evidence of your death.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• A terminal condition you knew about before the date your journey starts

D.1.7 Other losses we won’t cover under all beneﬁts in Section D.1

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• You, or someone acting for you, didn’t contact Southern Cross Emergency Assistance

and get our approval before you started medical treatment that was likely to cost more

than $2,000

• You had private medical treatment when public treatment was available, for example

under a reciprocal health agreement with New Zealand

• Childbirth that occurs after the 24th week (i.e. 23 weeks and 6 days) and any associated

neo-natal care

TravelCare

Cancelling or changing your journey before you leave

The maximum amount we pay for all claims under this section is the amount you selected. This is

shown on your Certiﬁcate of Insurance. The amounts you could choose are:

• Individual cover – standard cover is $2,500 for each journey, and you can pay extra for $5,000,

$10,000, or unlimited cover

• Family cover – standard cover is $5,000 for each journey, and you can pay extra for $10,000,

$20,000, or unlimited cover.

The following sub limits also apply.

• For any claim under this section for frequent ﬂyer points, we pay up to $2,500 to $5,000

(depending on the cancellation limit you have chosen) for each journey

• For any claim under this section involving the existing condition of a relevant person, we pay up

to $2,500 for each person, up to $5,000 for each journey

• For any claim under ‘D.2.2 Delayed journey to a special event’ on page 46, we pay up to an extra

$2,500 to $3,000 (depending on the cancellation limit you have chosen) for each person, up to

$6,000 for each journey

We subtract an excess from claims we pay under all beneﬁts in this section.

How we calculate the value of fares bought with travel points

If you’ve bought a ticket using frequent ﬂyer points, you have cover for cancelling or

changing your journey before you leave. We cover you up to $5,000 for each person, and pay

the lowest of:

• the ‘Cancelling or changing your journey’ cover amount as shown on your Certiﬁcate of

Insurance

• the dollar value of your frequent ﬂyer points, if you redeemed them as a dollar value

• the amount the transport provider told you the ticket was worth if you redeemed your

frequent ﬂyer points

• the amount it costs to reinstate the frequent ﬂyer points.

D.2

Section D

Your travel insurance policy document

D.2.1 Cancelling or changing your journey

We cover you if you need to cancel or change your travel arrangements before your journey because

of an unexpected event.

Where there are no additional costs for your travel arrangements, we pay you your unused, prepaid

costs, minus any refunds or credits you can get

Where there are additional costs for your travel arrangements, we pay you the difference between

the following.

• The total costs (your additional costs plus the original pre-paid unused cost for the same expense),

minus any refunds or credits you can get

• The original pre-paid unused cost

Your claim must meet the conditions of cover below.

We pay you up to the amount shown on your Certiﬁcate of Insurance. The sub limits under

‘D.2 Cancelling or changing your journey before you leave’ also apply – see page 43.

Example: Cancelling your journey

You’ve paid $3,000 for airfares and $500 for accommodation. An unexpected event means

you need to cancel your journey. Your airline gives you $1,500 credit for the unused airfares.

You can’t get any refund for your accommodation. This means you can claim $1,500 for your

unused airfares and $500 for your unused accommodation. This would put you back to your

original ﬁnancial position.

Total amount you

can claim

$3,000

$500

refund

$1,500

credit

$1,500

$2,000

$500

Original cost

for airfares

Amount out

of pocket

Amount out

of pocket

Original cost for

accommodation

TravelCare

Example: Changes to your journey

You’ve paid $1,000 for airfares and $500 for accommodation. An unexpected event means

you need to change your journey. You have to spend an extra $1,500 on new airfares and

$750 on accommodation to continue your journey. Your airline gives you $300 refund for the

unused original airfares.

This means you could claim $1,950, which is the difference between the total cost and the original

unused cost, minus your refund. This would put you back to your original ﬁnancial position.

$1,000

$1,500

extra cost

$300

refund

$2,500 $1,200

Original cost

of airfares

Amount out of pocket

over original cost

Amount out of pocket

over original cost

Total spent

$500

+ $750

extra cost

refund

$1,250 $1,950$750

Original cost of

accommodation

Total spent Total amount you

can claim

Conditions of cover

Everything under ‘D.2.3 Conditions of cover for cancelling or changing your journey before

you leave’ (see page 47) applies to all claims under this section.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Anything considered unreasonable. For example, when your airline offers you a free ﬂight,

but you decide to buy a different ﬂight that gets you to your destination only a few hours

before the free ﬂight. However, we may cover these extra costs if they relate to a special

event — see ‘D.2.2 Delayed journey to a special event’ (page 46)

• Anything excluded under ‘D.2.4 Other losses we won’t cover if you need to change your

plans before you leave’ (page 48)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section D

Your travel insurance policy document

D.2.2 Delayed journey to a special event

If you need to change your travel arrangements before your journey because of an unexpected event,

we’ll cover the extra costs to get you to your destination as quickly as possible so you can attend a

special event.

For example, if your airline offers you a free ﬂight but you decide to take a different ﬂight that gets

you to your destination a few hours earlier so that you don’t miss a special event, we will pay those

extra costs.

Your claim won’t be covered under ‘D.2.1 Cancelling or changing your journey’ (page 44) because

the costs or losses are unreasonable as your airline has offered you a free ﬂight.

Where there are no additional costs for your travel arrangements, we pay you your unused,

prepaid costs, minus any refunds or credits you can get.

Where there are additional costs for your travel arrangements, we pay you the difference

between the following.

• The total costs (your additional costs plus the original pre-paid unused cost for the same expense),

minus any refunds or credits you can get

• The original pre-paid unused cost

Your claim must meet the conditions of cover below.

We pay you up to $2,500 to $3,000 for each person, up to $6,000 for each journey.

Example: Delayed journey to a special event

You’ve paid $2,000 for airfares to a friend’s wedding. The airline cancels the ﬂight and offers

an alternative ﬂight in two days’ time at no additional cost. However, this means you would

miss your friend’s wedding.

You ﬁnd ﬂights on another airline that would get you there in time and at an additional cost

of $2,500. If you take this option, the original airline will only refund you $500. You don’t have

cover under ‘D.2.1 Cancelling or changing your journey’ (page 43) because the costs are

unreasonable since the airline offered you an alternative ﬂight in two days’ time. Since you’re

travelling to a special event, we’ll cover you up to the beneﬁt limit towards the new ﬂights.

This means you could claim $2,000, which is the difference between what you originally

intended to pay for your ﬂights and what you ended up paying. This would put you back to

your original ﬁnancial position.

$2,000$2,000$2,000

$2,500

extra cost

$500

refund

$4,500

Original cost

of airfares

Total spent Amount out of pocket

over original cost

Total amount you

can claim

TravelCare

Conditions of cover

We only cover you if your journey to the special event was delayed before you left

New Zealand, and the event can’t be delayed or rescheduled.

> Everything under ‘D.2.3 Conditions of cover for cancelling or changing your journey

before you leave’ (see below) also applies.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• If a reasonable person in your situation would have expected your plans to change

• Anything excluded under ‘D.2.4 Other losses we won’t cover if you need to change your

plans before you leave’ (page 48)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.2.3 Conditions of cover for cancelling or changing your journey before

you leave

The following conditions apply to all claims under this section.

• You can’t claim for the same unexpected event more than once for each journey

• The unexpected event must directly affect you or a relevant person

• From any claim we pay you, we subtract all refunds (including taxes) and credit you can receive

from third parties

• You must either send us proof of any refunds or credits you get, or prove you can’t get refunds

or credits

For claims involving a relevant person, the following conditions also apply.

• In claims that have arisen because of an unexpected event involving a relevant person’s

circumstances, we only cover the following unexpected events.

– The relevant person dying

– The relevant person being admitted to a public or private hospital for inpatient care as part

of non-elective treatment, or a doctor recommending that they are

– The relevant person being admitted to end-stage palliative care, or a doctor recommending

that they are

– The relevant person being diagnosed with a terminal condition, or a condition that requires

radiotherapy or chemotherapy

• The relevant person must also not be over 85 years old before the date your insurance was issued

Section D

Your travel insurance policy document

D.2.4 Other losses we won’t cover if you need to change your plans before

you leave

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• If a reasonable person in your situation would have expected your plans to change

• You decide you don’t want to travel

• You booked a journey, even though you knew you were on a waiting list for a medical

procedure and could get a date that would clash with your journey dates

• You, or someone acting for you, didn’t tell your service provider about a problem quickly

enough, so you lost a deposit, were charged more, or your refund or credit amount was

reduced

• Your failure to check in or board at the right time for a scheduled transport service

• Your failure to get the tickets, passport, visas, visa waivers, Electronic System for Travel

Authorisation (ESTA) or documents you needed for your journey, didn’t have them with

you, or failed to ensure that they were valid and correct

• You are denied check in or boarding on a scheduled transport service by a transport

provider or any authority for any reason

• You didn’t have a conﬁrmed seat, booking, or reservation, including travelling on standby

tickets

• Your ﬁnancial circumstances prevented you from travelling

• Another person who’s essential to your journey being able to travel but deciding they don’t

want to

• Your return journey, if you hadn’t already paid for transport back to New Zealand when the

unexpected event happened

• The error, default, or ﬁnancial collapse of a service provider

• Currency rate ﬂuctuations

• Commitments for work or study, including requests or requirements of employers or

academic providers

• Delays and rescheduling where you can get full refunds or credits from a transport

provider or any other source

• Payments for ceremonies or receptions, including weddings and cultural events

• An epidemic or pandemic, or the perceived threat of an epidemic or pandemic

• An act of terrorism or the perceived threat of terrorism

• Any amount that your service providers refund or provide credit for, including taxes

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

Changes to your journey once you have left

The maximum amount we pay for all claims under this section is:

• $50,000 for each journey if you have Individual cover

• $100,000 for each journey if you have Family cover.

The following sub limits also apply.

• For any claim under this section for frequent ﬂyer points, we pay up to $5,000 for each journey

• For any claim under this section involving the existing condition of a relevant person, we pay up to

$2,500 per person, up to $5,000 for each journey

• For any claim under ‘D.3.3 Delayed journey to a special event’ on page 53, we pay up to an extra

$3,000 for each person, $6,000 for each journey

We subtract an excess from claims we pay under all beneﬁts in this section.

How we calculate the value of fares bought with travel points

If you’ve bought a ticket using frequent ﬂyer points, you have cover for cancelling or

changing your journey once you have left. We cover you for up to $5,000 for each person,

and pay the lowest of:

• the dollar value of your frequent ﬂyer points, if you redeemed them as a dollar value

• the amount the transport provider told you the ticket was worth if you redeemed your

frequent ﬂyer points

• the amount it costs to reinstate the frequent ﬂyer points.

D.3

Section D

Your travel insurance policy document

D.3.1 Travel interruption

We cover you if an unexpected event interrupts your journey for more than 12 hours so that you need

to re-arrange your travel arrangements.

Where there are no additional costs for your travel arrangements, we pay you your unused, prepaid

costs, minus any refunds or credits you can get.

Where there are additional costs for your travel arrangements, we pay you the difference between

the following.

• The total costs (your additional costs plus the original pre-paid unused cost for the same expense),

less any refunds or credits you can get

• The original pre-paid unused cost

Your claim must meet the conditions of cover below.

We pay you up to $30,000 for each journey.

Example: Travel interruption during your journey

After starting a multi-destination journey, an unexpected event means you can’t reach

your next destination until two days after you were supposed to get there. Your airline

changes your ﬂight for free. However, you need to ﬁnd new accommodation in your current

destination, which costs $500. You had paid $600 for the two days accommodation in

your next destination, which you don’t use. This accommodation provider gives you a

$100 refund.

This means you could claim $400, which is the difference between what you originally

intended to pay for your accommodation and what you ended up paying. This would put

you back to your original ﬁnancial position.

$400$600

$500

extra cost

$100

refund

$1,100 $400

Original cost of

accommodation

Total spent Amount out of pocket

over original cost

Total amount you

can claim

Example: Travel interruption at the end of your journey

At the end of your journey, an unexpected event means you can’t return to New Zealand

until two days after you were supposed to arrive. Your airline changes your ﬂight for free.

However, you need to ﬁnd new accommodation in your current destination, which costs

$600, and pay an extra $50 for 2 days’ airport parking for your vehicle.

This means you could claim $650, which is your total additional unexpected cost. This would

put you back to your original ﬁnancial position.

TravelCare

Conditions of cover

We only cover claims relating to the ﬁrst 30 days you are delayed after the unexpected event.

> Everything under ‘D.3.4 Conditions of cover for changes to your journey once you have

left’ (page 54) also applies.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Anything considered unreasonable. For example, when your airline offers you a free ﬂight,

but you decide to buy a different ﬂight that gets you to your destination only a few hours

before the free ﬂight. However, we may cover these extra costs if they relate to a special

event — see ‘D.2.3 Conditions of cover for cancelling or changing your journey before you

leave’, on page 47

• Anything excluded under ‘D.3.5 Other losses we won’t cover if you need to change your

plans after you’ve left’ (page 55)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.3.2 Cutting your journey short

We cover you if an unexpected event interrupts your journey so that you need to re-arrange your

travel arrangements to return to New Zealand.

Where there are no additional costs for your travel arrangements, we pay you your unused, prepaid

costs, minus any refunds or credits you can get.

Where there are additional costs for your travel arrangements, we pay you the difference between

the following.

• The total costs (your additional costs plus the original pre-paid unused cost for the same expense),

minus any refunds or credits you can get

• The original pre-paid unused cost

Your claim must meet the conditions of cover below.

Section D

Your travel insurance policy document

Example: Cutting your journey short

You’ve paid $1,000 for airfares and $1,500 for 10 nights’ accommodation. An unexpected

event means you need to return to New Zealand early after ﬁve nights. Your original airline

can’t change your return ﬂight, so you buy a new ﬂight for $700 with a new airline. Your

original airline refunds you $200 for your unused return ticket. You cancel your remaining

ﬁve nights’ accommodation and get a $100 refund.

This means you can claim $1,150, which is the difference between what you originally were

going to spend and the extra you did spend (minus your refunds). This would put you back

to your original ﬁnancial position.

$1,000

$700

extra cost

$200

refund

$1,700 $500

Original cost

of airfares

Total spent Amount out of pocket

over original cost

$1,150

$100

refund

$750$1,500 $650

Original cost of

accommodation

Unused cost of

accommodation

Amount out of pocket

over original cost

Total amount you

can claim

Conditions of cover

Everything under ‘D.3.4 Conditions of cover for changes to your journey once you have left’

(page 54) applies.

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.3.5 Other losses we won’t cover if you need to change your

plans after you’ve left’ (page 55)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

D.3.3 Delayed journey to a special event

If you need to change your travel arrangements because of an unexpected event during your journey,

we’ll cover the extra costs to get you to your destination as quickly as possible so you can attend a

special event.

Your claim won’t be covered under ‘D.3.1 Travel interruption’ (page 49) because the costs or losses

are unreasonable.

Where there are no additional costs for your travel arrangements, we pay you your unused,

prepaid costs, minus any refunds or credits you can get.

Where there are additional costs for your travel arrangements, we pay you the difference between

the following.

• The total costs (your additional costs plus the original pre-paid unused cost for the same expense),

less any refunds or credits you can get

• The original pre-paid unused cost

Your claim must meet the conditions of cover below.

We pay you up to $3,000 for each person, up to $6,000 for each journey.

Example: Delayed journey to a special event

You’re already on your journey when the airline cancels the second leg of your ﬂight. You’ve

paid $1,000 for this ﬂight to get to a friend’s wedding. The airline offers an alternative ﬂight

in two days’ time at no additional cost. However, this means you would miss your friend’s

wedding.

You ﬁnd ﬂights on another airline that would get you there in time and at an additional cost

of $1,500. If you take this option, the original airline will only refund you $500. Since you’re

travelling to a special event, we’ll cover you up to $3,000 towards the new ﬂights which we

wouldn’t normally cover because the airline offered an alternative.

This means you could claim $1,000, which is the difference what you originally intended to

pay for your ﬂights and what you ended up paying. This would put you back to your original

ﬁnancial position.

$1,000$1,000

$1,500

extra

$500

refund

$2,500 $1,000

Original cost

of airfares

Total spent Amount out of pocket

over original cost

Total amount you

can claim

Section D

Your travel insurance policy document

Conditions of cover

We only cover you if your journey to the special event was delayed after you left New

Zealand, and the event can’t be delayed or rescheduled.

Everything under ‘D.3.4 Conditions of cover for changes to your journey once you have left’

(see below) also applies.

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.3.5 Other losses we won’t cover if you need to change your

plans after you’ve left’ (page 55)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.3.4 Conditions of cover for changes to your journey once you have left

The following conditions apply to all claims under this section.

• You can’t claim for the same unexpected event more than once for each journey

• You can’t change any destinations of your journey

• You can’t claim under both ‘D.2 Cancelling or changing your journey before you leave’ (page 43)

and ‘D.3 Changes to your journey once you have left’ (page 49) for the same unexpected event

• The unexpected event must directly affect you or a relevant person

• From any claim we pay you, we’ll subtract all refunds (including taxes) and credits you can receive

from third parties

• You must either send us proof of any refunds or credits you can get, or prove you can’t get refunds

or credits

• If you hadn’t already paid for your return transport when the unexpected event happened, we’ll

subtract the price to get you back to New Zealand. The price will be for the original method of

transport you used for your journey

If the claim involves a relevant person, the following conditions also apply.

• In claims that have arisen because of an unexpected event involving a relevant person’s

circumstances, we only cover the following unexpected events.

– The relevant person dying

– The relevant person being admitted to a public or private hospital for inpatient care as part of

non-elective treatment, or a doctor recommending that they are

– The relevant person being admitted to end-stage palliative care, or a doctor recommending that

they are

– The relevant person being diagnosed with a terminal condition, or a condition that requires

radiotherapy or chemotherapy

• The relevant person must also not be over 85 years old before the date your insurance was issued

TravelCare

D.3.5 Other losses we won’t cover if you need to change your plans after

you’ve left

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• You decide you don’t want to continue your journey

• You started your journey, even though you knew you were on a waiting list for a medical

procedure and could get a date that would clash with your journey dates

• You, or someone acting for you, didn’t tell your service provider about a problem

quickly enough, so you lost a deposit, were charged more, or your refund or credit

amount was reduced

• Your failure to check in or board at the right time for a scheduled transport service

• Your failure to get the tickets, passport, visas, visa waivers, Electronic System for Travel

Authorisation (ESTA) or documents you needed for your journey, didn’t have them with

you, or failed to ensure that they were valid and correct

• You are denied check in or boarding on a scheduled transport service for any reason

• You didn’t have a conﬁrmed seat, booking, or reservation, including travelling on

standby tickets

• Your ﬁnancial circumstances prevented you from continuing your journey

• Another person who’s essential to your journey deciding they don’t want to continue

on your journey

• Your return journey if you hadn’t already paid for transport to New Zealand when the

unexpected event happened

• The error, default, or ﬁnancial collapse of a service provider

• Currency rate ﬂuctuations

• Commitments for work or study, including requests or requirements of employers or

academic providers

• Delays and rescheduling where you can get refunds or credits from a transport provider

or any other source

• Payments for ceremonies or receptions, including weddings and cultural events

• An epidemic or pandemic, or the perceived threat of an epidemic or pandemic

• An act of terrorism or the perceived threat of terrorism

• Any amount that your service providers refund or provide credit for, including taxes

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section D

Your travel insurance policy document

Baggage and personal items

The maximum amount we pay for cover under this section is:

• $25,000 for each journey if you have Individual cover

• $50,000 for each journey if you have Family cover.

We subtract an excess from claims we pay under all beneﬁts in this section.

Some terms have speciﬁc deﬁnitions in this section

When we use the following terms in this section, we mean the deﬁnitions we give here.

Public place

Any area which the public can access, whether they’re allowed to or not. Public places include:

• the foyers, balconies, grounds, and other common areas of hotels, motels, hostels,

dormitories, and other shared accommodation — but not a private, locked room that only

you or your travelling party occupy

• public transport and public transport hubs, such as ports, planes, trains, buses, taxis,

ride shares, airports, railway stations, bus terminals, taxi stands, and wharves

• entertainment spaces such as restaurants, bars, pubs, night clubs, shops, markets,

publictoilets, beaches, streets, museums, galleries, and campgrounds.

Unattended

When the loss, theft, or damage happened, the item was one of the following.

• Not on, or under the control of, you or a relevant person

• Left in a place where someone could take it without your or a relevant person’s knowledge

• Left at such a distance from you that you or a relevant person can’t attempt to stop

someone from unlawfully taking the item, such as items you or a relevant person

purposely leave behind or walk away from

D.4

TravelCare

D.4.1 Unspeciﬁed items for loss, theft, and damage

We cover you if your unspeciﬁed items are lost, stolen, or damaged because of an unexpected event

during your journey.

Your claim must meet the conditions of cover below.

We pay up to the sub limits in the following table.

Unspeciﬁed item Limit

Your total unspeciﬁed jewellery (or pairs or sets of jewellery)

and traditional watches.

$2,500 for each journey

Your total unspeciﬁed laptops, personal computers, tablets,

and cameras — including related accessories.

$3,000 for each item,

up to $10,000 for each journey

Other unspeciﬁed items (or pairs or sets of items),

smart watches and mobile phones — including related

accessories.

$1,500 for each item

How we pay claims for unspeciﬁed items

When we pay a claim for an unspeciﬁed item, at our option, we do one of the following.

• Pay you the cost of getting the item repaired

• Pay you the indemnity value of the item

• Give you a credit for the indemnity value at a retailer we choose

We work out the indemnity value of an item by subtracting the depreciation which the item has lost

over time from the purchase price of the item.

Section D

Your travel insurance policy document

Conditions of cover

We only cover your claims for unspeciﬁed items if you meet the conditions below.

Give us proof of your journey

You need to give us proof that you were on your journey when the loss, theft, or damage

happened. For example, you could send us copies of:

• your passport stamps and the identiﬁcation page

• your boarding pass

• any other ofﬁcial documents that prove to our reasonable satisfaction that you were on

your journey.

Give us proof of your care

You need to show us that you did all the following.

• Took reasonable care with the safety and security of your item — we expect you to take

extra care of more valuable items, especially in a public place

• Took any reasonable action you could to recover your item

• Reported the loss, theft, or damage to police, security, or appropriate authorities, such as

the police or your airline operator, as soon as possible and got a written report from them

• Lodged a claim with a service provider if the item was in its custody when the loss, theft,

or damage happened. Service providers include transport providers, hotels, travel

operators, or tour operators

Give us proof of ownership and value

You must send us:

• proof of when you bought the item and how much you paid for it (for example, the receipt)

• the damaged item itself, if we request this from you.

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.4.5 Other losses we won’t cover’ (page 63)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

Only items with a certain value can get cover as speciﬁed items

You can list certain items as a speciﬁed item if it has a value of $1,500 to $10,000 for each item.

Make sure you have proof of ownership and value

Before you specify an item, make sure you have:

• proof that you own the item

• a valuation that’s less than 24 months old at the time you specify the item on your policy.

You’ll need to send us these documents if you make a claim for that speciﬁed item.

The table below shows you what you need to have.

Item age when

added to your policy

What you need to send us

to prove you own the item

What you need to send us to

prove the value of the item

Less than 12 months An original receipt

12 months or older One of the following.

• An original receipt

• A document that shows

the item on your current

contents insurance

policy

A valuation that’s less than

24 months old when you added

the item to your policy.

If the valuation is for jewellery

or watches, the valuation must

be from either:

• a member of the Jewellery

Valuers Society Inc

• a member of the Jewellery

Appraisers Society of

New Zealand

If you can’t provide the proof we need, we’ll assess your personal item as an unspeciﬁed item.

We’ll apply the sublimit and depreciation for unspeciﬁed items — see the table on page 57.

We reserve the right to have the speciﬁed item independently valued at our cost. We would

base any claim payment on this independent valuation.

D.4.2 Speciﬁed items for loss, theft, and damage

We cover you if your speciﬁed items are lost, stolen, or damaged because of an unexpected event

during your journey.

Your claim must meet the conditions of cover below.

Section D

Your travel insurance policy document

How we pay claims for speciﬁed items

When we pay a claim for a speciﬁed item, at our option, we do one of the following.

• Pay you the cost of getting the item repaired

• Pay you the current value of the item per the valuation if the item is more than 12 months old —

we won’t apply depreciation

• Give you a credit at a retailer we choose for the current value of the item

The most we pay is the lower of the following amounts.

• The current value of the item per the valuation if the item is more than 12 months old (up to the

amount you speciﬁed on your Certiﬁcate of Insurance)

• Up to $15,000 for each journey for all speciﬁed items

Keep damaged items

Please keep any damaged speciﬁed items in case we ask you for them.

Conditions of cover

We only cover your claims for speciﬁed items if you meet the conditions below.

Give us proof of your journey

You need to give us proof that you were on your journey when the loss, theft, or damage

happened. For example, you could send us copies of:

• your passport stamps and the identiﬁcation page

• your boarding pass

• any other ofﬁcial documents that prove to our reasonable satisfaction that you were

on your journey.

Give us proof of your care

You need to show us that you did all the following.

• Took reasonable care with the safety and security of your item — we expect you to take

extra care of more valuable items

• Took any reasonable action you could to recover your item

• Reported the loss, theft, or damage to police, security, or appropriate authorities, such as

your airline operator, as soon as possible and got a written report from them

• Lodged a claim with a service provider if the item was in its custody when the loss, theft,

or damage happened. Service providers include transport providers, hotels, travel

operators, or tour operators

Give us proof of ownership and value

You need to send us reasonable proof that the item belongs to you, and of the value of

the item.

• Prove when you bought the item and how much you paid for it (for example, the receipt)

• You send the damaged item to us if we ask you to

TravelCare

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.4.5 Other losses we won’t cover’ (page 63)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.4.3 Baggage delay during your journey

We cover you if your scheduled transport provider delays your checked-in baggage for more

than 12 hours from the time you arrive at your destination, because of an unexpected event during

your journey.

Your claim must meet the conditions of cover below.

We pay the actual, reasonable cost of buying essential clothing and personal effects, up to $1,000

for each person, up to $5,000 for each journey.

Conditions of cover

We only cover you if you give us both:

• the original receipts for the essential clothing and personal effects

• a delayed baggage report.

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Baggage delay that is less than 12 hours

• Anything excluded under ‘D.4.5 Other losses we won’t cover’ (page 63)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section D

Your travel insurance policy document

D.4.4 Essential medication for your covered conditions

We’ll cover you if essential prescription medication for your covered conditions is lost, stolen,

or damaged because of an unexpected event during your journey.

Your claim must meet the conditions of cover below.

We’ll pay up to $500.

Conditions of cover

We only cover your claims for essential medication if you meet the conditions below.

Give us proof of your journey

You need to give us with proof that you were on your journey at the time of the loss, theft or

damage. You could send us copies of:

• your passport stamps and the identiﬁcation page

• your boarding pass

• any other ofﬁcial documentation that proves to our reasonable satisfaction that you were

on your journey.

Give us proof of your care

You need to show us you did all the following.

• Took reasonable care of the medication — we expect you to take more care of more

valuable medication

• Took any reasonable action you could to recover your medication

• Reported the loss, theft, or damage to police, security, or appropriate authorities,

such as your airline operator, as soon as possible and got a written report from them

• Lodged a claim with a service provider if the item was in its custody when the loss, theft,

or damage happened. Service providers include transport providers, hotels, travel

operators, or tour operators

Give us proof about your medication

You need to give us reasonable proof that:

• the medication is only available on prescription

• the medication is essential for managing your covered condition

• you own the lost, stolen, damaged or delayed medication

• the amount you’re claiming only covers the cost of essential medication you need

for the rest of your journey.

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.4.5 Other losses we won’t cover’ (page 63)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

D.4.5 Other losses we won’t cover

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

Any personal items left unattended

Personal items you leave unattended in any of the following places.

• Public places (unless the items are inside locked checked-in luggage on a transport

provider)

• Weddings, funerals, conferences, concerts, shows, festivals, or sporting events

(unless the items are checked into a ticketed cloakroom)

• Locked vehicles overnight

• Unlocked vehicles at any time

• Unlocked premises at any time

This does not apply to any bicycle left unattended in a public place, if it was locked

with a secure bike lock.

Watches and jewellery

Watches and jewellery that you:

• leave unattended in a vehicle (including taxis or ride share vehicles) at any time, whether

locked or not

• aren’t carrying on your person when using transport providers

• leave in your communal accommodation, unless you store them in a safe or locker

• leave in your non-communal accommodation, unless you store them in a safe or locker

where provided

• leave in unlocked premises.

Cameras and electronic devices

Cameras and related equipment, and electronic devices that:

• you packed in checked-in luggage, or placed in a luggage storage compartment or trailer,

when using transport providers

• you leave unattended when using transport providers

• are in a locked vehicle, and not placed out of sight in a locked boot or compartment

• you leave in an unlocked vehicle whether placed out of sight or not

• you leave in unlocked premises.

Electronic devices include laptops, personal computers, tablets, mobile phones, navigation

devices, and aerial devices (including drones).

Continues over page >>

Section D

Your travel insurance policy document

Certain causes

• Leakage of water or other liquids

• Cosmetic damage that doesn’t affect the functionality or usability of the item

• Moth, vermin, cleaning, dyeing, repairing, restoring, wear and tear, gradual deterioration,

atmospheric or climatic conditions, or action of light

• Manufacturing defects

• Electronic or mechanical breakdown

• Damage to sporting equipment, bicycles, aerial devices (including drones), or parts of any

of these while you’re using or carrying them

• Fraudulent use of mobile phones

Certain personal items

• Software, programmed data, or downloaded ﬁles

• Household effects

• The breakage of glass, fragile, or brittle items (except for photographic or video

equipment, binoculars, spectacles, or contact lenses)

• Bonds, coupons, stamps, negotiable instruments, bullion, precious metals, deeds,

manuscripts or securities of any kind, or any monetary transactions where error or

omission involves devaluation of currency, shortages, or counterfeit currency

• Lost or stolen mobile phones or devices with phone capabilities if you are unable to supply

the International Mobile Equipment Identity (IMEI) number, and proof that this IMEI

number has been blocked, or your provider conﬁrms it can’t be blocked

• Any goods or personal items intended for sale, trade, valuation, or as trade samples

• Motor vehicles, mopeds, motorbikes, trailers, caravans, watercraft, aircraft, or the parts

of any of these

• Your travelling companions’ personal items

Certain losses or costs

• Loss of warranties or support plans

• The cost of postage, or insurance premiums you paid on items

• Depreciation of items

• Items sent by postal, courier, freight, or cargo service

General exclusions

We won’t cover any claims, costs or losses excluded under ‘E. General exclusions — things

we never cover’ (page 80).

TravelCare

Cash, bank cards, travel documents, and passports

The maximum amount we pay for cover under this section is:

• $1,000 for each journey if you have Individual cover

• $2,000 for each journey if you have Family cover.

We subtract an excess from claims we pay under this section.

Some terms have speciﬁc deﬁnitions in this section

When we use the following terms in this section, we mean the deﬁnitions we give here.

Public place

Any area which the public can access, whether they’re allowed to or not. Public places

include:

• the foyers, balconies, grounds, and other common areas of hotels, motels, hostels,

dormitories, and other shared accommodation — but not a private, locked room that

only you or your travelling party occupy

• public transport and public transport hubs, such as ports, planes, trains, buses, taxis,

ride shares, airports, railway stations, bus terminals, taxi stands, and wharves

• entertainment spaces such as restaurants, bars, pubs, night clubs, shops, markets,

public toilets, beaches, streets, museums, galleries, and campgrounds.

Unattended

When the loss, theft, or damage happened, the item was one of the following.

• Not on, or under the control of, you or a relevant person

• Left in a place where someone could take it without your or a relevant person’s knowledge

• Left at such a distance from you that you or a relevant person can’t stop someone from

unlawfully taking the item, such as items you or a relevant person purposely leave behind

or walk away from

D.5

Section D

Your travel insurance policy document

D.5.1 Lost or stolen cash

We’ll cover you if your cash is lost, stolen, or destroyed because of an unexpected event during your

journey.

Your claim must meet the conditions of cover below.

We’ll pay up to $500 for each journey.

Conditions of cover

We only cover you if your claim meets everything under ‘D.5.3 Conditions of cover for cash,

bank cards, travel documents, and passports’ (page 67).

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.5.4 Other losses we don’t cover for cash, bank cards, travel

documents, and passports’ (page 68)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.5.2 Essential bank cards, travel documents, and passports

We’ll cover the cost to replace your essential bank cards, travel documents, or passport if they are lost,

stolen, or destroyed because of an unexpected event during your journey.

Your claim must meet the conditions of cover below.

We’ll pay up to:

• $1,000 for each journey, if you have Individual cover

• $2,000 for each journey, if you have Family cover.

Conditions of cover

We only cover you if your claim meets everything under ‘D.5.3 Conditions of cover for cash,

bank cards, travel documents, and passports’ (page 67).

What we won’t cover

We won’t cover any of the following.

• Anything excluded under ‘D.5.4 Other losses we don’t cover for cash, bank cards, travel

documents, and passports’ (page 68)

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

D.5.3 Conditions of cover for cash, bank cards, travel documents,

and passports

Conditions of cover

We only cover your claims for cash, bank cards, travel documents, and passports if you

meet the conditions below.

Give us proof of your journey

You need to give us proof that you were on your journey when the items were lost,

damaged or stolen. Send us copies of as many of these documents as possible:

• your passport pages that show travel stamps and your photograph

• your boarding pass

• any other ofﬁcial documentation that proves to our reasonable satisfaction that you were

on your journey.

Give us proof of your care

You need to show us that you did all the following.

• Took reasonable care with the safety and security of your item

• Took any reasonable action you could to recover your item

• Reported the loss, theft, or damage to police, security, or appropriate authorities,

such as your airline operator, as soon as possible and got a written report from them

Give us proof of your ownership and the cost to replace bank cards, travel documents

and passports

You need to give us reasonable proof that you own each item and of the cost of replacing

each item.

If you’re claiming for cash, send us as many of the following as you can.

• A bank statement that shows you withdrew the cash

• A currency exchange receipt

• Any other bank documents that conﬁrm you withdrew the cash

If you’re claiming for essential bank cards, travel documents, and passports, send us as

many supporting documents as you can.

Keep damaged items if possible

Please keep any damaged items if you can. We may want to inspect them.

Section E

Your travel insurance policy document

D.5.4 Other losses we don’t cover for cash, bank cards, travel documents,

and passports

What we won’t cover

We won’t cover any claims, costs or losses directly or indirectly arising from, related to

or associated with the following.

• Items you left:

– unattended in a public place

– unattendend at weddings, funerals, conferences, concerts, shows, festivals,

or sporting events (unless the items are checked into a ticketed cloakroom)

– unattended in a vehicle (including taxis or ride share vehicles) at any time,

whether locked or unlocked

– in unlocked accommodation

– in your accommodation, unless you stored them in a safe or locker.

• Items you were not carrying on your person while using a transport provider

• Items you send by a postal or courier service

• Your travelling companions’ cash, bank cards, travel documents and passports.

• Fraudulent use of credit cards or bank cards

• Currency devaluation

• A shortfall due to an error in a ﬁnancial transaction

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

Personal accident

The maximum amount we pay for claims under this section is:

• $25,000 for each journey if you have Individual cover

• $50,000 for each journey if you have Family cover.

We won’t subtract an excess from claims we pay under any beneﬁt in this section.

D.6.1 Loss of income

We’ll cover your lost income if you suffer an injury because of an unexpected event on your journey.

Your claim must meet the conditions of cover below.

While you can’t work, we’ll pay you up to $500 a week, up to $6,500 for each person, and up to

$13,000 for each journey.

We start payments 30 days after the day you would have returned to your job. We pay this beneﬁt

for up to 13 weeks.

Conditions of cover

We only cover you if all the following apply.

• You’re between 16 and 80 years old on the date your insurance starts

• Your injury occurs within 30 days of the unexpected event

• Within 90 days of suffering the injury, a doctor conﬁrms that you can’t do your normal work

• An unexpected event during your journey caused your injury

• Your claim is for the loss of your usual income while you can’t work

• You provide evidence that conﬁrms you were in full-time, regular employment before the

date your journey starts

• You must claim any amount payable under this section from Accident Compensation

Corporation (ACC) if you can. This policy will only cover the remaining amount once you’ve

claimed as much as you can from ACC

D.6

Section E

Your travel insurance policy document

What we won’t cover

We won’t cover any claims, costs or losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• An illness

• Any loss of income for the ﬁrst 30 days after you planned to return to work

• Any loss of income after we have paid 13 weeks beneﬁt

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

D.6.2 Total permanent disablement

We’ll pay you a lump sum payment if, due to an unexpected event, you suffer an injury on your journey

that leaves you permanently disabled and unable to return to any gainful employment.

Your claim must meet the conditions of cover below.

We’ll pay you a lump sum amount of:

• $25,000 for each journey if you have Individual cover

• $50,000 for each journey if you have Family cover.

Conditions of cover

We only cover you if all the following apply.

• You’re between 16 and 80 years old on the date your insurance starts

• You seek, and follow, proper medical advice from a registered medical professional as

soon as the injury occurs

• An unexpected event during your journey caused the injury that led to your permanent

disablement

• You provide medical reports that prove the injury left you permanently disabled

• You provide evidence that conﬁrms the following.

– You were in full-time, regular employment before the date your journey starts

– Your injury means you can’t start or continue any gainful employment

What we won’t cover

We won’t cover any claims, costs, losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• An illness

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

TravelCare

D.6.3 Loss of life

We will provide a lump sum payment to your estate if you die as a result of an injury you suffer whilst

on your journey.

Your claim must meet the conditions of cover below.

We’ll pay your estate:

• $25,000 for each journey if you have Individual cover

• $50,000 for each journey if you have Family cover.

Conditions of cover

We only cover you if all the following apply.

• You’re between 16 and 80 years old on the date your insurance starts

• You died as a direct result of an injury you suffered on your journey

• An unexpected event caused the injury

• Your estate gives us a medical report and any other materials or information we

reasonably require that prove you died as a direct result of an injury you suffered

on your journey

We’re entitled to arrange a post-mortem examination at our cost.

What we won’t cover

We won’t cover any claims, costs or losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• You dying because of an illness, even if the illness is a direct result of an injury you suffered

on your journey

• You dying more than 90 days after the date you were injured

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section E

Your travel insurance policy document

Personal liability

We’ll cover you for your legal liability to pay damages or compensation to anyone else for injury

or damage caused by you due to an unexpected event during your journey. We’ll also cover your

defence costs if you get our approval ﬁrst.

Your claims must meet the conditions of cover below.

We will pay up to $1,000,000

We won’t subtract an excess from claims we pay under this section.

Conditions of cover

We only cover you if all the following apply.

• You don’t admit fault or liability to anyone before you’ve spoken to us and got our written

agreement

• Your legal liability arose from your negligence

• Your negligence caused:

– physical injuries to someone, or someone’s death

– loss of, or damage to, someone else’s property.

D.7

TravelCare

What we won’t cover

We won’t cover any claims, costs or losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• Owning, possessing, or using any kind of motor vehicle, scooter, moped, motorbike,

trailer, caravan, bicycle, waterborne craft, aircraft, aerial device (including drones) or

other mechanically, electrically, or self-propelled vehicle or device

• Owning or occupying land or buildings, unless you’re using it as a temporary

accommodation

• Firearms

• Any work, occupation, business, profession, apprenticeship, voluntary work, work

experience or consultancy

• Your liability as an employer, or under a contract (unless you would have been liable if that

contract didn’t exist)

• Your liability to any member of your immediate family or a person you’re travelling with

• Legal costs for criminal proceedings

• Punitive, exemplary or aggravated damages or any ﬁne or penalty

• Legal costs incurred by the party to whom you are liable

• Anything you, or a relevant person, did or omitted that was malicious, intentional,

or unlawful

• A relevant person’s physical injury

• Animals that you or a relevant person, own, are caring for, or are in control of

• Acts of terrorism

• Transmission of any illness

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section E

Your travel insurance policy document

Rental vehicle excess

We pay the non-refundable excess if the vehicle you’re renting is stolen or damaged because of an

unexpected event during your journey.

This is not a replacement for rental vehicle insurance

This beneﬁt covers the excess that you need to pay to the licensed rental vehicle company

if your rental vehicle is stolen or damaged.

Your claim must meet the conditions of cover below.

You can claim up to $5,000 for each journey.

We won’t subtract our own excess from claims we pay under this section.

Conditions of cover

We only cover you if all the following apply.

• You rented the vehicle from a licensed vehicle-rental company, and the vehicle is either:

– a standard model motor vehicle or a motor home designed to carry no more than

8 people including the driver

– a moped or motorbike with a maximum engine capacity of 200cc (and you have

selected the moped and motorbike option).

• You followed all terms of the vehicle’s rental agreement. For example, we won’t cover you if

the person driving the rental vehicle is not a driver named on the rental vehicle agreement

• The driver at the time of the event is named on your Certiﬁcate of Insurance

• If the vehicle is stolen or damaged while unattended, we’ll only cover you if the rental

agreement is in the name of someone named on your Certiﬁcate of Insurance

• The driver followed the relevant laws, including driving laws and highway rules such

as speed limits and blood alcohol limits

D.8

TravelCare

What we won’t cover

We won’t cover any claims, costs or losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• Off-road driving — we only cover you when you’re driving the rental vehicle on a formed

or paved road or carpark

• Your liability for any damages, compensation, and legal expenses resulting from you driving

a rental vehicle — this means we won’t cover you under ‘D.7 Personal liability’ (page 72)

• Where the rental company has incorrectly charged you an excess

• If you have chosen not to take out any vehicle insurance when hiring the vehicle

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section E

Your travel insurance policy document

Optional: Moped and motorbike cover

You can add optional cover to some of the beneﬁts in this policy for unexpected events that happen

when you’re riding a moped or motorbike on your journey.

What we mean by riding a moped or motorbike

When we use the phrase ‘riding a moped or motorbike’, we mean driving or being

a passenger on any two-wheel moped or motorbike (including motorbike taxi or rideshare).

To get this optional cover, you must:

• choose the moped or motorbike option when you apply for cover

• pay the extra premium.

You will know you have cover as it will be written on your Certiﬁcate of Insurance.

Your claim must meet the conditions of cover below, and the conditions of cover for the beneﬁt

you’re claiming.

An excess may apply to this type of claim – it depends on which excess you have selected on your

policy and which section of the policy you are claiming under. Your Certiﬁcate of Insurance shows

the excess that applies.

Conditions of cover

We only cover your claims for riding a moped or motorbike if you meet the conditions below.

Ride the moped or motorbike safely and legally

While riding a moped or motorbike, you must always do all the following.

• Wear a helmet, even if the local laws do not require you to do so

• Stay within the law – including following all driving laws, such as speed limits and blood

alcohol limits

• Make sure the driver has the right driver’s licence for the class of moped or motorbike

you’re riding, as required by:

– their country of permanent residence

– the country you are in.

D.9

TravelCare

What we won’t cover

We won’t cover any claims, costs or losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• You’re riding a moped or motorbike

– with an engine over 200cc

– in a professional capacity, for example as a guide or instructor

– in a race of any kind

– in any competition that has prize money

• Your liability for any damages, compensation, and legal expenses resulting from you

riding a moped or motorbike — this means we won’t cover you under ‘D.7 Personal liability’

(page 72)

• Anything excluded under ‘What we won’t cover’ in the beneﬁt you’re claiming

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section E

Your travel insurance policy document

Optional: Skiing and snowboarding cover

You can add optional cover to some of the beneﬁts in this policy for unexpected events that happen

when you’re skiing or snowboarding on your journey.

What we mean by skiing or snowboarding

When we use the phrase ‘skiing or snowboarding’ we mean the following.

• When you’re on skis or a snowboard with bindings

• When you’re on a commercial ski area to ski or snowboard

To get this optional cover, you must:

• choose the skiing and snowboarding option when you apply for cover

• pay the extra premium.

You will know you have cover as it will be written on your Certiﬁcate of Insurance.

Your claim must meet the conditions of cover below, and the conditions of cover for the beneﬁt

you’re claiming.

An excess may apply to this type of claim – it depends on which excess you have selected on your

policy and which section of the policy you are claiming under. Your Certiﬁcate of Insurance shows the

excess that applies.

Conditions of cover

We only cover your claims for skiing or snowboarding if you meet the conditions below.

Ski or snowboard safely

While skiing or snowboarding, you must always do all the following.

• Wear a helmet

• Follow the rules and guidance set out in the commercial ski area’s notices or regulations

D.10

TravelCare

What we won’t cover

We won’t pay you for any claims, costs, losses or liabilities directly or indirectly arising from,

related to or associated with the following.

• Skiing or snowboarding

– off-piste, or outside a designated commercial ski area that’s open for use

– in a professional capacity, for example as a guide or instructor

– in a race of any kind

– in any competition that has prize money

• Anything excluded under ‘What we won’t cover’ in the section you’re claiming

• Anything excluded under ‘E. General exclusions — things we never cover’ (page 80)

Section E

Your travel insurance policy document

These general exclusions apply to the whole policy. These exclusions

apply throughout your period of insurance — including before your

journey, and while you’re on your journey.

We won’t cover any claims, costs or losses or liabilities directly or

indirectly arising from, related to or associated with the following.

Events out of your control

Biological or chemical

Anyone using, or threatening to use, biological or chemical materials, substances, or compounds to:

• harm people

• kill people

• create public fear.

Governmental or ocial

A federal, state, territory or local government or ofﬁcial authority’s:

• directive

• restriction

• prohibition

• quarantine

• detention.

Examples include a government or ofﬁcial authority:

• closing borders

• declaring epidemic or pandemic restrictions, such as a lockdown

• seizing items.

E.1

E.2

TravelCare

General exclusions —

things we never cover

Natural event

You travelling to a country or destination where a natural event has occurred before the date your

insurance starts.

Some examples of natural events are:

• snowstorms

• ﬂoods

• wildﬁres

• cyclones

• tornadoes

• volcanic eruptions

• earthquakes

• tsunamis.

Nuclear

Anyone using, or threatening to use:

• nuclear weapons and other nuclear materials

• ionising radiation

• radioactive contamination from any nuclear waste or combusting nuclear fuel.

In this exclusion, combustion is any self-sustaining process of nuclear fusion or ﬁssion.

War and violence

Any:

• riot or civil commotion

• acts of foreseeable violence

• acts involving military operations

• war, invasion, or civil war — whether it’s declared or not.

Exception

Riot or civil commotion if you’ve already left on your journey before the commotion starts

and you try your best to avoid it.

Travel

Aircraft crew member

Activity as a member of an aircraft crew.

Hitchhiking

Hitchhiking. This includes you picking up a hitchhiker or being a hitchhiker yourself.

E.3

E.4

E.5

E.6

E.7

Section E

Your travel insurance policy document

Where you haven’t paid a fare for air or sea travel

You while you’re on one of the following as anything other than a fare-paying passenger.

• A scheduled transport service in the air or sea

• A crewed charter vessel

• A sightseeing air tour from one location back to that location

You are a fare-paying passenger if any of the following apply.

• You bought a ticket for your air or sea travel

• You’re using Airpoints, Flybuys, or a similar loyalty programme to travel

• You’re travelling as part of a prize for a promotion or an employee incentive scheme

Work

Work, including volunteer work, while you’re on your journey.

Exceptions

We cover non-manual work that includes any of the following.

• Attending a work conference or business meeting

• Attending a trade fair

• Attending a business training course

• Non-manual work based in an ofﬁce

Health and medical conditions

Changes to your health

Any change to your health, whether it’s diagnosed or undiagnosed.

We won’t cover any:

• new undiagnosed illness or injury

• changes to covered conditions, including changes to the prognosis (unless an exception

below applies)

• newly diagnosed illness or injury (unless an exception below applies).

Exceptions

• Any new diagnosed illness or injury if we conﬁrm the changes as a covered condition

(see page 27)

• Changes to covered conditions, if we conﬁrm the changes as a covered condition

(see page 27)

• Pregnancy up to the 24th week of gestation, when you knew about complications before

the date your insurance starts

• Claims under D.2, except for Annual Multi-Trip Policies where the change to your health

arises between the date your insurance was issued and the date your insurance starts

E.8

E.9

E.10

TravelCare

Medical conditions

Any of the following.

• Sexually transmitted infections, unless it’s HIV and a covered condition

• Travel exhaustion

• Travel against medical advice

• You refusing to return to New Zealand or evacuate to another location after our medical team

advises you can safely do so

• Having an abortion when a doctor doesn’t consider it medically necessary

• Having an elective or a cosmetic procedure or treatment

• Complications relating to an elective or cosmetic procedure or treatment, unless it happened

before the date your insurance starts and it is a covered condition under your policy

Exceptions

• Any new diagnosed illness or injury if we conﬁrm the changes as a covered condition

(see page 27)

• Changes to covered conditions, if we conﬁrm the changes as a covered condition

(see page 27)

• Pregnancy up to the 24th week of gestation, when you knew about complications before

the date your insurance starts

Pre-existing medical condition

Any pre-existing medical condition, whether it’s diagnosed or undiagnosed.

Exception

A pre-existing medical condition if it’s a covered condition.

Pregnancy

Any of the following.

• Pregnancy after the 24th week of gestation

• Pregnancy up to the 24th week of gestation, when you knew about complications before the date

your insurance starts

• Common symptoms of pregnancy, such as breast tenderness, constipation, fatigue, frequent

urination, heartburn and nausea

• Medical treatment related to pregnancy

E.11

E.12

E.13

Section E

Your travel insurance policy document

Private hospital and medical treatment

Private hospital or medical treatment where public funded services or care is available, including

under any reciprocal health agreement between the Government of New Zealand and the

government of any other country. If you are in a country that has a reciprocal health agreement with

New Zealand, you must ﬁrst seek public hospital treatment under that reciprocal health agreement.

Self-harm

You deliberately harming yourself, including suicide or attempted suicide, or if your self-harm causes

an illness or injury.

Sports and activities (taking part and training during your period

of insurance)

Adventure sports

• Abseiling

• Black water rafting

• Bungee jumping

• Caving

• Hang gliding

• Land yachting

• Outdoor rock climbing

• On-piste winter sports

• Parachuting

• Paragliding

• Parasailing

• White water kayaking

• White water rafting

Exception

The above adventure sports when you’re taking part with a licensed operator, following their

safety instructions, and wearing all required safety equipment.

Any sport or activity where you don’t follow instructions

Any sport or activity where you have been given safety instructions and don’t follow them.

Competing for money

Any competitive sport where you can win money.

Contact sport

Physical contact during a contact sport where the rules allow it (either deliberate or incidental).

E.14

E.15

E.16

E.17

E.18

E.19

TravelCare

Extreme sports

Extreme sports, including, but not limited to:

• BASE jumping

• Hunting

• Kitesurﬁng

• Micro light ﬂying

• Motor sports

• Off-piste winter sports

• Rodeo

• Potholing

Mountaineering, hiking, trekking, or tramping

Mountaineering, hiking, trekking, or tramping if any of the following apply.

• A reasonable person would use climbing equipment (such as ropes or rock-climbing equipment)

or oxygen

• You’re at an altitude of above 3,000 metres

• You’re at an altitude of between 1,500 and 3,000 metres and you’re climbing, or intending to climb,

more than 500 metres a day

Ocean yachting

Ocean yachting.

Exception

If you’re both:

• within 12 nautical miles, or 22.2 kilometres, of populated land

• in an area with access to telecommunication and medical services.

Professional sport

Any professional sport.

Racing

Any time you are racing, including against time or in timed events, of any sort.

Exception

You are racing solely on foot.

E.20

E.21

E.22

E.23

E.24

Section E

Your travel insurance policy document

Remote touring

Any touring in an area with limited or no telecommunications or medical services.

Exception

If you are travelling as part of a licensed organised tour.

Riding a moped and motorbike

Any time you are riding a moped and motorbike – this includes you driving or being a passenger on any

two-wheel bike (including motorbike taxi or rideshare).

You will only have cover as set out in ‘D.9 Optional: Moped and motorbike cover’ (page 76).

Exception

We do provide cover if all the following apply.

• You chose the moped and motorbike option when you applied for the policy

• You paid an extra premium

• You have moped and motorbike cover on your Certiﬁcate of Insurance

Skiing and snowboarding

Any time you are skiing or snowboarding, or on the mountain to ski or snowboard.

You will only have cover as set out in ‘D.10 Optional: Skiing and snowboarding cover’ (page 78).

Exception

We do provide cover if all the following apply.

• You chose the skiing and snowboarding option when you applied for the policy

• You paid an extra premium

• You have skiing and snowboarding cover on your Certiﬁcate of Insurance

Underwater activities

Underwater activities that involve using artiﬁcial breathing equipment.

Exception

If you hold an open-water diving certiﬁcate, or you’re diving with a qualiﬁed instructor.

E.25

E.26

E.27

E.28

TravelCare

You putting yourself in danger

Alcohol, solvents, and drugs

Any of the following.

• You being under the inﬂuence of alcohol, solvents, or drugs — including your conduct while under

their inﬂuence

• Addiction to alcohol, solvents, or drugs

Exception

If you used a drug that is prescribed to you and took that drug as directed.

Illegal activities

Your illegal activity.

Personal safety

You intentionally or recklessly risking any of the following.

• Your personal safety

• The safety of your baggage or personal items

Exception

If you risked your personal safety when trying to save someone’s life.

Prostitution

Prostitution, including using or providing prostitution services.

Scams and fraud

Any scam or fraud that you could have reasonably anticipated or avoided.

Travel advisory issued before the date your insurance starts

You travelling to a country or destination where a travel advisory of ‘Do not travel’ or ‘Avoid

non-essential travel’ has been published on www.safetravel.govt.nz before the date your

insurance starts.

E.29

E.30

E.31

E.32

E.33

E.34

Section E

Your travel insurance policy document

Travel advisory issued between the date your insurance starts and the

date your journey starts

You travelling to a country or destination where a travel advisory of ‘Do not travel’ or ‘Avoid

non-essential travel’ has been published on www.safetravel.govt.nz after the date your

insurance starts but before the date your journey starts.

Exception

Claims under ‘D.2 Cancelling or changing your journey before you leave’ (page 43)

for travel arrangements necessary to avoid a destination with a new travel advisory.

Travel advisory issued after the date your journey starts

You travelling to a country or destination where a travel advisory of ‘Do not travel’ or ‘Avoid

non-essential travel’ has been published on www.safetravel.govt.nz after the date your

journey starts but before you leave your current location for that country or destination.

Exception

Claims under ‘D.3 Changes to your journey once you have left’ (page 49) for travel

arrangements necessary to avoid a destination with a new travel advisory.

Unknown people

Someone invited to your accommodation, or you visiting a stranger’s accommodation.

Other

Animals

An animal that belongs to you or a relevant person.

Consequential loss

Any consequential loss. A consequential loss is a secondary or indirect loss, such as:

• loss of income

• loss of value

• loss of use

• loss of beneﬁts, including:

– loss arising from using frequent ﬂyer points or similar loyalty programmes (unless an exception

below applies)

– beneﬁts that are part of a prize for a promotion or an employee incentive scheme.

E.35

E.36

E.37

E.38

E.39

TravelCare

Example of consequential loss

Justin, an amateur photographer, is travelling to his friends’ wedding in Bali. His friends have offered

to pay him $1,000 to take photos of their special day. While getting off the plane, Justin drops his

camera.

While Justin can make a claim for his broken camera, he can’t make claim for the $1,000 his

friends had offered to pay him, or the cost of hiring a different photographer, because these are

consequential losses.

Exceptions

Claims under ‘D.6.1 Loss of income’ (page 69).

Loss from using frequent ﬂyer points or similar loyalty programmes under:

• ‘D.2 Cancelling or changing your journey before you leave’ (page 43)

• ‘D.3 Changes to your journey once you have left’ (page 49).

Non-ﬁnancial loss

Non-ﬁnancial losses. This includes losing the ability to enjoy or use something.

Other persons’ losses

Costs or losses which aren’t yours.

For example, say you paid $1,000 for accommodation for you and someone who isn’t on your

Certiﬁcate of Insurance. If an unexpected event means you can’t travel, we will only cover your

proportional share – $500.

Exception

Claims under ‘D.7 Personal liability’ (page 72).

Our instructions

You if you haven’t followed both:

• our instructions

• instructions from Southern Cross Emergency Assistance.

Period of insurance

Costs, losses or liabilities incurred outside your period of insurance.

E.40

E.41

E.42

E.43

Section E

Your travel insurance policy document

Relationships

A divorce, or a personal or family relationship that’s broken down.

Exception

If both of the following apply.

• You have experienced family violence, or family violence has affected a child in your care

• Cancelling or changing travel arrangements is necessary to protect you, the child, or both,

from further family violence

To support your claim, you need to send us either:

• a protection order, police safety order, or a relevant police or court document

• a letter or email supporting your claim from one of the following.

– A domestic violence support service

– A doctor

– An Oranga Tamariki social worker

– A school principal or social worker

– A letter of evidence witnessed by an authorised person, like a justice of the peace.

Deﬁnition of family violence

In this policy, family violence means physical, sexual, psychological, or ﬁnancial abuse,

or other behaviours that have any of the following affects.

• Controlling another person in a family relationship

• Making another person in a family relationship feel afraid, threatened, or intimidated

• Causing another person in a family relationship cumulative harm — this includes harm

to children who are exposed to family violence

This deﬁnition is in line with the Family Violence Act 2018.

A family relationship can be any of the following.

• Intimate partners or ex-partners

• Family or whānau relationships

• Any two people with a close personal relationship

• Any two people who normally share a household, such as ﬂatmates

Services from friends and family

Services, such as health care, accommodation, meals or transport, that you paid a family member

or friend for.

E.44

E.45

TravelCare

This section explains the deﬁnitions of speciﬁc terms in this policy.

Words or phrases with speciﬁc meanings are in italics. In addition to

the words in italics, the following words also have speciﬁc meanings:

• ‘we’, ‘us’, and ‘our’

• ‘you’, ‘your’, and ‘yourself’.

To improve the readability of this document, they have not been put

in italics.

These deﬁnitions apply to the singular and plural variations of each

term and their contractions.

Annual Multi-Trip Policy

A policy that provides cover for an unlimited number of return journeys overseas, each no longer than

the maximum trip duration selected, over a 12-month period from the date your insurance starts.

Certificate of Insurance

The latest certiﬁcate detailing the cover you have bought, including any options you have bought.

The certiﬁcate also shows the period of insurance. We email the certiﬁcate to you to conﬁrm we have

issued a policy to you.

Section F

Your travel insurance policy document

Deﬁnitions — words

with speciﬁc meanings

Changes to your health

Any new illness, injury or health symptom, or change to a covered condition, to which all of the

following apply:

• It occurs between the date your insurance was issued and the date your journey starts.

For Annual Multi-Trip Policies, the date your journey starts applies to each journey you start

• You know about it, or a reasonable person should know about it

• Any of the following apply:

– you seek or receive medical help

– someone recommends you seek or receive medical help

– a reasonable person would seek or receive medical help

– you are waiting for medical help

In this deﬁnition, ‘medical help’ means any of the following:

– advice from a health professional

– tests, investigations or specialist consultations

– care, treatment, or medical attention, including surgery

– medication or a script for medication.

A new illness, injury or health symptom, or change to a covered condition doesn’t need a conﬁrmed

medical diagnosis to count as a change to your health.

Changes to a covered condition include any change in the prognosis, treatment or medication

(including dose).

Covered condition

An illness or injury that we’ve conﬁrmed that we cover on your medical assessment or on an

Endorsement to your policy.

Date your insurance ends

If you have a Single Trip Policy – whichever is later:

• the date your journey ends

• the date and the time you return to New Zealand as we instructed, if your return is delayed past the

date your journey ends because of an unexpected event (subject to any limitations set out in this

policy wording).

If you have an Annual Multi-Trip Policy – whichever is later:

• the date your insurance ends, as speciﬁed on your Certiﬁcate of Insurance

• the date and time you return to New Zealand as we instructed, if your return is delayed past the

date your insurance ends because of an unexpected event (subject to any limitations set out in this

policy wording).

TravelCare

Date your insurance starts

If you have a Single Trip Policy – the date and time we issue your Single Trip Policy, which is conﬁrmed

on your Certiﬁcate of Insurance.

If you have an Annual Multi-Trip Policy – the date and time you chose, which is conﬁrmed on your

Certiﬁcate of Insurance.

Date your insurance was issued

The date and time we issue your policy.

Date your journey ends

If you have a Single Trip Policy – whichever is earlier:

• the date speciﬁed on your Certiﬁcate of Insurance

• the date and time that you return to New Zealand.

If you have an Annual Multi-Trip Policy – for each journey you make during your period of insurance,

whichever is earlier:

• the date and time that you return to New Zealand

• the last day of your maximum trip duration, as speciﬁed on your Certiﬁcate of Insurance.

Date your journey starts

If you have a Single Trip Policy – whichever is later:

• the date as speciﬁed on your Certiﬁcate of Insurance

• the date and time that you leave New Zealand.

If you have an Annual Multi-Trip Policy – the date and time that you leave New Zealand for each journey

during your period of insurance.

Dependent children

Can be any of the following.

• Your child, stepchild, or foster child

• Your grandchild

• Your niece or nephew

For a child to be dependent, they must also meet all the following criteria.

• They must be under 21 years old at the date your insurance was issued

• If they are 18 years old or over, they must:

– be unmarried

– not be in full-time employment

– be ﬁnancially dependent on at least one adult listed on your Certiﬁcate of Insurance (a child

is not ﬁnancially dependent if you’re only covering their ﬁnances while on the journey).

Section F

Your travel insurance policy document

Doctor

Someone that all the following apply to

• They have a current practising certiﬁcate

• They’re following any restrictions placed on them by their relevant licensing authority

• Their scope of practice is relevant to the applicable healthcare service

Endorsement to your policy

A written change to your existing travel insurance contract with us that changes the terms of the

original policy.

Epidemic

Epidemic means an illness which has been declared, announced or notiﬁed as an epidemic or public

health emergency of international concern by the U.S. Center for Disease Control and Prevention,

the World Health Organization or the Government of New Zealand.

Excess

The amount we subtract from claims we pay where an excess applies. You select the amount of

excess, and your Certiﬁcate of Insurance shows this amount.

Existing condition of a relevant person

A relevant person’s medical or physical conditions, symptoms, or circumstances that, before the

start date of insurance, they had sought, received, or been recommended:

• advice

• care

• treatment

• medication

• medical attention.

Financial collapse

Any of the following applying to a service provider you’re relying on for your journey.

• Is not able to pay its debts as they fall due for payment in the ordinary course of business

• It stops its normal business operations

• It has not paid another service provider whose services you are relying on

• It’s placed in receivership or liquidation

• It becomes subject to statutory management

Health symptom

A sign or symptom of an illness or injury.

TravelCare

Illness

Any:

• conditions (such as physical, mental, dental, pregnancy, and chronic conditions)

• sicknesses

• diseases.

Immediate family

Anyone who is your:

• partner

• ﬁancé or ﬁancée

• parent, stepparent, or parent-in-law

• sibling or sibling-in-law

• child, stepchild, foster child, or child-in-law

• niece or nephew.

Injury

Any physical or mental damage or harm caused solely and directly by either an accident or assault.

Journey

Your time away from New Zealand, which commences on the date your journey starts and ceases

on the date your journey ends.

Maximum trip duration

The maximum number of days the Annual Multi-Trip Policy will cover for any one journey. You choose

the maximum trip duration, and it appears on your Certiﬁcate of Insurance.

Natural event

An event caused by natural processes of the earth. Some examples of natural events are:

• snowstorms

• ﬂoods

• wildﬁres

• cyclones

• tornadoes

• volcanic eruptions

• earthquakes

• tsunamis.

Pandemic

Pandemic means an illness which has been declared, announced or notiﬁed as a pandemic or public

health emergency of international concern by the U.S. Center for Disease Control and Prevention,

the World Health Organization or the Government of New Zealand.

Period of insurance

The time from the date your insurance starts to the date your insurance ends.

Section F

Your travel insurance policy document

Policy

The contract of insurance between you and us. The policy consists of all the following.

• This policy wording

• Your latest Certiﬁcate of Insurance

• Your medical assessment

• Any special terms and conditions we’ve sent you (including any Endorsement to your policy to

conﬁrm any addition or variation of your policy

Pre-existing medical condition

Any illness, injury, or health symptom to which all the following apply.

• You know about it, or a reasonable person should have known about it prior to the date your

insurance was issued

• In the 3 years before the date your insurance was issued, any of the following applied.

– You sought or received medical help

– Someone recommended you seek or receive medical help

– A reasonable person would have sought or received medical help

– You were waiting for medical help

In this deﬁnition, ‘medical help’ means any of the following.

– Advice from a health professional

– Tests, investigations, or specialist consultations

– Care, treatment, or medical attention, including surgery

– Medication or a script for medication

An illness, injury, or health symptom doesn’t need a medical diagnosis to count as a pre-existing condition.

Professional

Any activity for which participants are paid for their performance, as opposed to amateur activities.

Relevant person

Anyone who isn’t named on your Certiﬁcate of Insurance and who is one of the following.

• A member of your immediate family

• Your travelling companion

• A person directly related to the primary purpose of your journey

Scheduled transport

Air, rail, sea, or road transport that is both:

• run by an established and licensed passenger-carrying service, tour operator, or public transport service

• providing regular, scheduled transport for fare-paying passengers.

TravelCare

Single Trip Policy

A policy that provides cover for a single journey overseas.

Southern Cross Emergency Assistance

The organisation that provides you with emergency assistance services.

Special event

A wedding, funeral, conference, concert, show, festival, or sporting event.

Specified

Valuables for which you pay an extra premium to list on your Certiﬁcate of Insurance. We cover

speciﬁed items up to the limits in the table on page 58.

Terminal condition

A medical illness, disease, or condition that’s likely to result in death and that a doctor has given

a terminal prognosis.

Terrorism

Any act, or preparation for action, designed to inﬂuence a government or any political division in

pursuit of political, religious, or ideological gain or with the purpose of intimidating the public.

Travel arrangements

Reasonable costs for the following.

• Scheduled transport

• Accommodation

• Airport parking

• Airport transfers

• Rental vehicle hire and fuel costs

• Event tickets

• Tours

• Meals

Travelling companion

Anyone that all the following applies to.

• They’re not named on your Certiﬁcate of Insurance

• They’re travelling with you on your journey

• Your travel depends on them

Unexpected event

Something that happens during your period of insurance and is all the following.

• Sudden, unforeseeable, or unintended

• Outside of your control

• Something you could not have reasonably expected or avoided

Section F

Your travel insurance policy document

Unspecified

The items you don’t tell us about when you apply for this policy — we cover these items up to the limits

in the table on page 57.

We, us and our

Southern Cross Travel Insurance

You, your and yourself

The insured people named on your Certiﬁcate of Insurance.

TravelCare

As part of our commitment to you, this document meets the WriteMark

Plain Language Standard. The WriteMark is a quality mark awarded to

documents that achieve a high standard of plain language. 1SCT100.3 07/21

Call us on 0800 800 571

or visit www.scti.co.nz