When considering the purchase of a policy, please note that many travel insurance policies will not cover claims or financial losses related to epidemics or pandemics. Additionally, the fear of traveling is not covered by any travel insurance policy. Please review the policy details or contact us for more information.
Insurance Safe

FAQ's

General

How do I find out my policy cover dates or when my policy expires?

For your policy cover dates, please check your Certificate of Insurance which would have been emailed to you. For Studentsafe Inbound University, please check your Record of Cover.

What is an excess?

An excess is the amount you will need to pay when you make claim. If an excess applies, it will be subtracted from the amount paid to you. Please refer to your Policy Wording to check if an excess will apply to your claim.

How long will it take to process my claim?

Your claim will be acknowledged within 5 business days. If more information is required, we will acknowledge your claim and request further documentation from you. Your claim will be either declined or accepted within 10 days of receiving all the necessary information.

How do I make a claim?

If you would like to make a claim online, click here or on "Make a Claim" on the top right corner of this page then choose the appropriate policy type and submit your claim online.

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 claims@insurancesafenz.co.nz

For medical expenses 

You will need to complete a new claim form for each separate medical condition. You may be asked to supply a medical report to support your claim.

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 purchase/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 should I lodge my claim?

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

Can I claim for damage to my phone or laptop?

There is cover in place for accidental loss or damage to your luggage and personal effects, including phones and laptops. However terms, conditions, limits and exclusions may apply which are stated in the Policy Wording. We will apply depreciation rates and these are set out in the Policy Wording.

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, there is no cover in place if you leave your belongings unattended in a public place or at a distance from which you cannot prevent them from being taken.

My medical expenses are covered/partially covered by ACC, can I still lodge a claim?

There is provision to claim for medical expenses in excess of any amounts that are not covered by the Accident Compensation Corporation (ACC). If the medical expenses are only partially covered by ACC, you are able to submit a claim for the difference.

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.

Studentsafe

What are the differences between each policy?

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, 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 and medical insurance cover for international students studying at a University in New Zealand.

Studentsafe Inbound Young Learners

The Studentsafe Inbound Young Learners policy provides travel and medical 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

The Studentsafe Inbound Learners policy provides travel and medical 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.

Am I covered for dental treatment under a Studentsafe policy?

There is cover in place for the relief of unexpected, acute dental pain up to the maximum benefit limit under your policy. You may need to supply a dental report to support your claim.

However, there is no cover in place 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.

My emergency dental treatment requires multiple visits. Is there cover in place for this?

The emergency dental benefit is for an initial consultation for the relief of sudden and acute pain, using antibiotics, temporary dressings or extraction. We would first need to assess the claim in order to confirm coverage. If you have a wisdom tooth that has been impacted and your dentist has advised that they are unable to do the extraction on the initial visit for a valid medical reason (e.g. face/gum is swollen), then you may be able to lodge a claim for the extraction that occurs on the second visit.

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

Yes, under the Studentsafe Inbound University, Learners and Young Learners policies there is cover in place for alternative treatment up to a limit of $500 per year. The person carrying out the treatment must be a registered member of a recognised body for that type of medical treatment.

Can I get reimbursed if I go to the pharmacy directly and buy my own medicines?

Under the Studentsafe Inbound University, Learners and Young Learners policies, there is no cover for drugs or medications unless:

  • they are prescribed by a Medical Practitioner; or
  • medically necessary for the treatment of a covered medical condition; or
  • listed in the New Zealand Pharmaceutical Schedule.

Can I claim for medical costs for my immigration application?

There is no cover in place for medical costs for immigration applications.

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

Under the Studentsafe Inbound University, Inbound Learners and Inbound Young Learners policies, there is cover in place to visit 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

Change in Vision means the margin of change required to dispense new spectacle lenses, which is:

  • +/- 0.50 DS;
  • - 0.50 DC;
  • 2 Snellen lines improvement in visual acuity;
  • 0.2 logMAR; or
  • to treat symptoms.

The maximum claimable amount is $200 per year for Inbound University and $300 per year for Inbound Learners and Young Learners. There is no cover for optical treatment provided outside of New Zealand. 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.

How do I apply for Specsavers’ pre-approval?

Complete the pre-approval form here or visit a store near you.

Is there cover for damage to residential property?

There is no cover in place for loss or damage to property that is in your custody or control. However, under the Studentsafe Inbound University, Inbound Learners and Inbound Young Learners policies, there is cover in place if you become legally liable for damage to residential property owned by your educational provider, landlord or homestay as a result of your negligence. The maximum claimable amount is $500,000 per year.

How do I renew my Studentsafe policy?

If you have purchased your policy through your education provider, please contact them in the first instance. If you have purchased your policy online, please contact us on help@insurancesafenz.co.nz or 0800 800 167.

Can I cancel my Studentsafe policy?

If you plan to leave before your study course end date, please inform your 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.

For Studentsafe Outbound, you will be given a full refund of the premium if you cancel within 14 days of the policy being issued 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.

Am I covered if I am on a break from university or need to redo papers after university has finished?

If you have completed the current semester and would like to take a break for a few months before enrolling in a new semester, the normal cover end date applies to your current policy. You will need to purchase a new policy when enrolling in a new semester. If you are required to redo papers, please contact your university to confirm how this impacts your policy coverage.

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 a New Zealand Residence Class Visa and I hold a Studentsafe policy?

If you are granted a New Zealand Residence Class Visa before your policy is due to expire the policy will become invalid.

If I change to a work visa, how does this affect my Studentsafe policy?

Your Studentsafe policy will expire on the day your student visa is changed to a work visa.

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

You can apply for cover for immediate family members and children 18 years of age and under who are travelling and residing with you if you have purchased a Studentsafe Inbound University or Learners policy from your educational institute. An application form to include family members is available by clicking here. An additional family or couple premium will be payable to your educational institute. Cover for family members is not available under Studentsafe Inbound Learner policies purchased online and Studentsafe Inbound Young Learners.

Do I need to arrange additional insurance cover if I am travelling overseas?

Your Studentsafe policy is not intended to provide travel insurance cover when embarking on travel outside of New Zealand. However, there is cover under the Studentsafe Inbound University policy for temporary visits up to 31 days to Australia, Bali, Lombok and the islands of the South Pacific and you return to New Zealand during your period of insurance. Terms, conditions, limits, sub-limits and exclusions apply and these are stated in the Policy Wording.

What happens under my Studentsafe policy if I need to return to my home country due to the illness or death of a 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. There is no cover in place for pre-existing medical conditions of close relatives. 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?

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).


Workersafe/Seasonsafe

What are the differences between each Workersafe policy?

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 and will return to New Zealand at the end of their contract.

Seasonsafe Inbound

The Seasonsafe Inbound policy provides travel insurance cover to seasonal workers who hold a current Recognised Seasonal Employer Limited Visa.

Am I covered for dental treatment under a Workersafe policy?

The Workersafe policy providers cover for the relief of unexpected, acute dental pain up to the maximum limit in the schedule of benefits. You may need to supply a dental report to support your claim.

However, there is no cover in place 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? Is it refundable?

If you are not completely satisfied with the extent of cover provided by your policy you may cancel your 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 a New Zealand Residence Class Visa?

Your Workersafe Inbound policy only covers non New Zealand residents who work, and temporarily reside in New Zealand. If you are granted a New Zealand Residence Class Visa before your policy is due to expire the policy will become invalid. There is no refund of the premium available if your policy becomes invalid outside of the cooling-off period.

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

You can apply for cover for your accompanying spouse and dependent children at the time of purchasing your policy. In order for your family members to be covered, they must be named on the policy. If named on the policy, dependent 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 your benefit limits.

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

Your Workersafe Inbound policy is not intended to provide travel insurance cover when embarking on travel outside of New Zealand. However, there is cover under this policy for temporary visits (up to 31 days) to Australia, the Pacific Islands (excluding Hawaii), Bali and Lombok during your period of insurance. Terms, conditions, limits, sub-limits and exclusions apply and these are stated in the Policy Wording.

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 close 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. There is no cover in place for pre-existing medical conditions of close relatives. 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?

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).


Explorersafe

What are the differences between each Explorersafe policy?

Explorersafe Inbound

The Explorersafe Inbound policy provides travel insurance cover to people coming to New Zealand on holiday. It also provides cover for overseas students who have finished studying in New Zealand and will remain in New Zealand for a holiday.

Explorersafe Outbound

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

Am I covered for dental treatment under an Explorersafe policy?

There is cover under the Explorersafe policy for the relief of unexpected, acute dental pain up to the maximum limit under your policy. You may need to supply a dental report to support your claim.

However, there is no cover in place 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?

An extension may be granted at our discretion depending on the reasons you wish to extend your stay, the policy terms and conditions and your claims history. There is no extension of cover available for pre-existing medical conditions or any medical conditions/events that arose during the initial period of insurance. We recommend that you apply for a policy extension at least one month prior to your policy expiring.

Can I cancel an Explorersafe policy? Is it refundable?

If you are not completely satisfied with the extent of cover provided by your Explorersafe policy, you may cancel this 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 at the time of purchase.

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

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).