Making a Claim

If you need to make a claim that means your travel has not gone according to plan. If this happens our aim is to get you back on track as soon as possible.

Most claims are for non-emergency reimbursement of costs.

Follow these steps to help us settle your claim;

  • Complete a claim form in English.
  • Make sure you include your name, date of birth, email address and phone number.
  • Explain what happened - tell us what you are claiming for.
  • Provide your bank account details for payment.
  • Attach all receipts for the costs you are claiming for.

If you don't have receipts for claims for personal effects send us the warranty card, or instruction manual.

Medical Claim

If you have a copy of your notes from your Doctor’s visit please send them to us with your completed claim form.


If you require Pre-Approval for urgent surgery or if you have been advised you are required to undergo tests, have surgery, or be hospitalised, please contact us straight away on (NZ) 0800 864 227 or (Australia) 1800 864 227 to discuss Pre-Approval. It will be helpful if you have any documents such as medical reports, treatment estimates and your doctor's contact details ready to forward to us.


When claiming for hospital costs please complete a claim form and attach the hospital Discharge Summary. If we request the Summary from the Hospital it can take 3 weeks or longer to reach us.

Luggage/Personal Effects Claim

We prefer original receipts/invoices to prove ownership of your stolen or lost property. If your receipts/invoices are overseas, you can send in a copy to us and then send us the originals when they are received from overseas. You must not dispose of any accessories or items that you wish to claim for.

Burglary / Theft: Notify the Police immediately and obtain a police report – you will need to send us this with your claim form. If the loss occurs at a place of study please also advise the office. As well as sending us the police report and your receipts, remember to give us some detail when you complete your claim form; we will need to know what happened, when, where, who else was there and any other information you can supply.

Damaged Electronic Goods: For items such as iPods, cellphones, or laptops which are damaged, please obtain a written report on the damage and a quote to repair and submit these with your claim form. If the Repairer advises you the item is not repairable, please obtain this in writing and send it to us along with the completed claim form and the damaged item.

Liability Claim

Never admit liability or pay any money to anyone.

If someone is holding you responsible for damaging their property tell them to ask their insurer to contact us. If the owner of the damaged property does not have insurance or refuses to contact their insurer then give us a call and we will guide you through the process. Complete a claim form and send it into us along with any correspondence you may have received.