Insurance Safe

FAQ's

General

What type of Insurancesafe policy is suitable for me?

Studentsafe Domestic 

Studentsafe Domestic is a travel insurance policy designed for New Zealand residents or citizens living and studying away from home within New Zealand.

Studentsafe Outbound

The Studentsafe Outbound policy provides travel insurance cover to New Zealand residents or citizens or New Zealand student visa holders, who will be leaving New Zealand temporarily to study or continue their study overseas.

Studentsafe Inbound University

The Studentsafe Inbound University policy provides travel insurance cover for international students studying at a University in New Zealand.

Studentsafe Inbound Young Learners

The Studentsafe Inbound Young Learnerspolicy provides travel insurance cover for non-New Zealand residents who will temporarily study and reside in New Zealand and will be attending a Primary School or College (High School).

Studentsafe Inbound Learners Essentials

The Studentsafe Inbound Learners Essentials policy provides travel insurance cover for non-New Zealand residents who will temporarily study and reside in New Zealand and will be attending an adult tertiary or educational institution. Our Essentials policy has reduced benefits and limits compared to Studentsafe Inbound Learners Platinum.

Studentsafe Inbound Learners Platinum

The Studentsafe Inbound Learners Platinum policy provides travel insurance cover for non-New Zealand residents who will temporarily study and reside in New Zealand and will be attending an adult tertiary or educational institution. Our Platinum policy provides a wide range of cover with comprehensive benefits and higher limits.

Nelson Marlborough Institute of Technology (NMIT)

NMIT’s inbound students are automatically covered by the Studentsafe Inbound Learners Platinum policy as part of a group scheme

Workersafe Inbound

The Workersafe Inbound policy provides travel insurance cover to New Zealand inbound workers and their families.

Workersafe Outbound

The Workersafe Outbound policy provides travel insurance cover to New Zealand residents or citizens or New Zealand work visa holders, working outside New Zealand.

Explorersafe Inbound

The Explorersafe Inbound policy provides travel insurance cover to people coming to New Zealand on holiday.

Explorersafe Outbound

The Explorersafe Outbound policy provides travel insurance cover to people who holiday overseas and return to New Zealand.

What is an excess?

An excess is the amount that will be subtracted from the amount paid to you should you make a claim under your policy. The excess applies to each separate event giving rise to a claim.

How long will it take to process my claim?

Within 10 working days your claim will be settled or we will acknowledge your claim and request any further information from you.

How do I make a claim?

If you need to make a claim, download a claim form from our website and complete it in full. Send the claim form together with your receipts and any supporting information to: PO Box 112316, Penrose, Auckland 1642.

a. For medical expenses - if you receive treatment from a registered medical practitioner or hospital, then you can lodge a claim for these expenses if they’re covered by your policy. A claim form will need to be completed for each separate medical claim/visit. You may be asked to supply a medical report to support your claim.

b. For baggage expenses - if your items are lost or stolen then this must be reported to the police and you’ll need to supply us with a copy of the police report. You will also need to provide full details of the loss along with proof of ownership of the items i.e. receipts. If these are not available, we will consider, at our discretion other forms of proof of ownership. Your claim will be paid if you meet the policy criteria up to the maximum claimable amount set out in the benefit schedule less any applicable excess.

When do I lodge my claim?

All claims must be notified to us as soon as possible and no later than 30 days after the completion of your journey. If you do not contact us this may affect the acceptance or payment of your claim.

What do I need to do if I need surgery?

You can apply to us to have a claim payment made directly to the hospital (if the charges are going to be substantial). To commence this process please complete a claim form as soon as possible prior to the procedure or call us on 0800 486 004 or 09 488 1638.

Are my belongings covered if I leave them on the beach while I go swimming or in a café while I use the rest-rooms? 

No, you are not covered if you leave your belongings unattended in a public place or at a distance from which you cannot prevent them from being taken.

Student Safe

Am I covered for dental treatment under a Studentsafe policy?

Your Studentsafe Inbound University, Studentsafe Inbound Learners and Studentsafe Outbound policies cover you for the relief of unexpected, acute dental pain to sound natural teeth and up to the maximum benefit limit under your policy. You may need to supply a dental report to support your claim.

However, you are not covered for elective treatment, oral surgery or normal dental maintenance. Normal dental maintenance includes new or replacement fillings, root canals, polishing and scaling, fitting or maintenance of braces or other dental appliances, wisdom teeth extractions unless impacted, replacement due to loss of dental bridges, restoration work, caps, crowns, precious metal costs or pins and fittings, periodontal, titanium implants or any work resulting from lack of regular dental maintenance and /or hygiene.

Can I claim for medical treatment such as acupuncture, chiropractic treatment, osteopathy or traditional Chinese medicine if I hold a Studentsafe Policy?

If you hold a Studentsafe Inbound University or Studentsafe Inbound Learners Platinum policy, you can claim up to $500, per policy per year. If you hold a Studentsafe Inbound Learners Essentials policy, you can claim up to $200, per policy per year. However, we will not reimburse you for this type of treatment unless it is carried out by a person who is a registered member of a recognised body for that type of medical treatment.

Can I claim for my immigration chest x-ray if I hold a Studentsafe policy? 

Cover is not provided under the Studentsafe policies for immigration medical procedures.

Can I make a claim for new spectacles/contact lenses if I hold a Studentsafe policy?

Under the Studentsafe Inbound University and Studentsafe Inbound Learners Platinum policies, providing you have paid a minimum of 50% of the annual premium, we will reimburse you up to the policy maximum limit per calendar year for a visit to an optometrist in New Zealand including the cost of spectacle frames, prescription lenses and contact lenses if:

  • your optical aids are lost, stolen or damaged; or 
  • you require new lenses as a result of a change in vision 

Under the Studentsafe Domestic and Studentsafe Outbound policies, cover is only provided if your optical aids are lost, stolen or accidently damaged as described under the Policy Wording.

Can I cancel my Studentsafe policy?

If you plan to leave before your study course end date under the Studentsafe Inbound University and Studentsafe Inbound Learners policies, then you should advise the education provider to ensure your insurance complies with immigration requirements. To claim a premium refund, you need to get approval from your education provider to cancel your cover and complete the premium refund form by clicking here.

How is the refund calculated if I cancel my Studentsafe Inbound University policy, Studentsafe Inbound Learners policies or Studentsafe Domestic policy?

The calculation of any premium refund depends on when you cancel and a number of other factors:

a) If cancellation takes place within 14 days of the date of issue and you have not made any claim under the policy or commenced travel to New Zealand, the premium will be refunded in full.

b) for cancellations after 14 days from the date of issue, if you have not made a claim or commenced travel, we will retain a proportion of the premium for the period during which Loss of Deposits and Cancellation cover was in force.

c) If you cancel after the start date of the policy, your Policy was issued for a period of 90 days or longer and you have not claimed, we will retain the proportion of the premium for the period the Policy was in force and refund any unused premium less 20% for administrative purposes.

d) If you cancel after the start date of the Policy and your Policy was issued for a period of less than 90 days, we will retain the unexpired premium for administration purposes.

Am I covered when driving my car if I have an accident and I hold a Studentsafe policy?

No cover is provided under the Studentsafe policy for damage to your own car or damage caused to any other property while you are driving your own car. The policy only provides cover for an excess or damage waiver that is charged if you have hired a rental vehicle from a licensed rental agency, and you have an accident or cause damage to the rented vehicle.

What happens if I am granted New Zealand permanent residency and I hold a Studentsafe policy?

Your Studentsafe policy only covers non-New Zealand residents who study, and temporarily reside in New Zealand. If you are granted a residence visa, cover provided under Section 1 Medical of your Studentsafe cover ceases 21 days from the date you gain residency.

Is my wife/husband, partner or children covered under the Studentsafe Inbound University policy?

Cover is available for immediate family members and children 18 years of age and under who are travelling and residing with you. A form to include family members is available by clicking here. An additional family or couple premium will be payable to the University.

Is my wife/husband, partner or children covered under a Studentsafe policy (excluding Studentsafe Inbound University)?

Families and dependant children, that accompany you, can be added to these policies, but they must be named on the policy. If named on the policy, dependant children under 18 years of age are covered for no additional premium but will share the insured person’s benefit limits.

Do I need to arrange additional insurance cover if I am travelling overseas and I hold a Studentsafe policy?

If you are planning to study overseas, work overseas or travel overseas for a holiday, you might need to buy a different travel insurance policy. Read your policy wording to learn which countries you are covered for. Use the Policy Finder to narrow your search and buy your policy online.

What happens under my Studentsafe policy if I need to return to my home country due to the illness or death of a close relative?

Your Studentsafe policy provides cover for additional travel expenses, incurred as a result of you having to return to your country of origin (or home under the Studentsafe Domestic policy), during the period of insurance, due to the unforeseen death, serious injury or serious sickness of a relative, provided the terms of the policy are met and the injury or sickness occurred during the period of insurance. In most cases we will require a medical certificate to confirm the condition was not a pre-existing medical condition.

For assistance you can contact 0800 486 004 or 09 488 1638. If you are calling from overseas please call +64 9 488 1638 (reverse charge).

If something goes wrong who do I call?

Simply call within New Zealand on 0800 486 004 or 09 488 1638. If you are calling from outside New Zealand please call + 64 9 488 1638 (reverse charge).


Worker Safe

Am I covered for dental treatment under a Workersafe policy?

Your Workersafe policy covers you for the relief of unexpected, acute dental pain to sound natural teeth and up to the maximum limit under your policy. You may need to supply a dental report to support your claim.

However you are not covered for normal dental maintenance including new or replacement fillings, root canals, polishing and scaling, wisdom teeth extractions unless the teeth are impacted, fitting or maintenance of braces or other dental appliances or any work resulting from lack of regular dental maintenance and/or hygiene.

Can I cancel a Workersafe policy?

If you are not completely satisfied with the extent of cover provided by your policy you may cancel your Workersafe policy within 14 days after it has been issued.  

How is the refund calculated if I cancel a Workersafe policy?

If you cancel your policy within 14 days of the policy being issued, you will be given a full refund of the premium provided you have not started your journey and do not wish to make a claim. After the 14 day cooling off period no refund will be due.

What happens to my Workersafe policy if I am granted New Zealand permanent residency?

Your Workersafe policy only covers non New Zealand residents who work, and temporarily reside in New Zealand. If you are granted a residence visa or gain New Zealand permanent residency, cover provided ceases 21 days from the date you gain residency.

Is my wife/husband, partner or children covered under a Workersafe policy?

Families and dependant children, that accompany you, can be added to these policies, but they must be named on the policy. If named on the policy, dependant children (under 21 years of age for Workersafe Inbound and under 18 years of age for Workersafe Outbound) are covered at no additional premium but will share the insured person’s benefit limits.

Do I need to arrange additional insurance cover if I am travelling overseas and I hold a Workersafe policy?

If you are planning to travel overseas for a holiday, you might find that you also need to buy a different travel insurance policy. Read your policy wording to learn which countries you are covered for. Use the Policy Finder to narrow your search and get a quote.

I need to return to my home country due to the illness or death of a close relative - what do I do under a Workersafe policy?

Your Workersafe policy provides cover for additional travel expenses, incurred as a result of you having to return to your country of origin, during the period of insurance, due to the unforeseen death, serious injury or serious sickness of a relative, provided the policy terms are met and the injury or sickness occurred during the period of insurance. We will also need to confirm that the medical condition was not a pre-existing medical condition. For assistance you can contact 0800 486 004 or 09 488 1638. If you are calling from overseas please call +64 9 488 1638 (reverse charge).

If I am travelling on a Workersafe policy and something goes wrong, who do I call?

Simply call within New Zealand on 0800 486 004 or 09 488 1638. If you are calling from outside New Zealand please call + 64 9 488 1638 (reverse charge).

Explorer Safe

Am I covered for dental treatment under an Explorersafe policy?

Your Explorersafe policy will cover you for the relief of unexpected, acute dental pain to sound natural teeth and up to the maximum limit under your policy. You may need to supply a dental report to support your claim.

However, you are not covered for normal dental maintenance including new or replacement fillings, root canals, polishing and scaling, wisdom teeth extractions unless the teeth are impacted, fitting or maintenance of braces or other dental appliances or any work resulting from lack of regular dental maintenance and/or hygiene.

If I wish to stay longer am I able to extend my Explorersafe policy?

For an extension, you should apply to our office at least one month prior to your policy expiring. An extension may be granted depending on the reasons you wish to extend your stay, the policy terms and conditions and your claims history.

Can I cancel an Explorersafe policy?

If you are not completely satisfied with the extent of cover provided by your Explorersafe policy, you may cancel this policy within 14 days after it has been issued.

How is the refund calculated if I cancel an Explorersafe policy?

If you cancel within 14 days of the policy being issued, you will be given a full refund of the premium provided you have not started your journey and do not wish to make a claim. After the 14 day cooling off period no refund will be due.

Is my wife/husband, partner or children covered under an Explorersafe policy?

Cover is available for children who are 18 years of age and under, who are travelling and residing with you, provided they are named on the policy.

If I am travelling with an Explorersafe policy and something goes wrong, who do I call?

Simply call within New Zealand on 0800 486 004 or 09 488 1638. If you are calling from outside New Zealand please call + 64 9 488 1638 (reverse charge).