Travel Insurance Claims in New Zealand: Documents, Timeframes and Common Mistakes
A travel insurance claim is assessed against your policy wording and the evidence you provide. This guide explains the steps, the documents insurers commonly ask for, the timeframes insurers have committed to in New Zealand’s Fair Insurance Code, and where to go if you disagree with a decision. It is general information, not advice about your policy.
The claims process, step by step
Every insurer runs its own process, and your policy wording is the document that counts. The steps below are the ones that apply to almost any claim.
- 1
Get help first
In an emergency, contact local emergency services, then your insurer’s emergency assistance line. For serious medical situations, insurers generally want to be involved before major treatment or evacuation is arranged — check what your policy says about approval.
- 2
Report the incident where it happened
Report theft to local police and ask for a written report or reference number. Report lost or damaged bags to the airline before leaving the airport where possible.
- 3
Collect evidence as you go
Keep every receipt, take photos, and ask doctors and hospitals for written reports. Evidence is much harder to get after you are home.
- 4
Tell your insurer promptly
Contact your insurer as soon as you can. Your policy wording may set a deadline for lodging a claim — read it rather than relying on a general rule.
- 5
Lodge the claim with complete documents
Use the insurer’s claim form or online portal and include everything the policy asks for. Missing documents are a common reason for back-and-forth requests.
- 6
Keep a record and follow up
Note the claim number, who you spoke to and when. Reply to requests for information quickly.
Documents insurers commonly ask for
The exact list is in your policy wording. These are the documents most often requested for each type of claim — gathering them while you are still travelling is far easier than chasing them from home.
Medical claims
- Medical reports, discharge summaries and itemised invoices from the treating doctor or hospital
- Receipts for prescriptions and any other treatment costs you paid yourself
- Receipts for emergency transport such as ambulances
- Any reference number your insurer’s emergency assistance team gave you
- Translations, if your insurer asks for documents in English
Lost, stolen or damaged belongings
- Original receipts, bank statements or other proof that you owned the item and what it cost
- A police report for theft, obtained from local police as soon as possible
- A report from the airline or transport operator if the loss or damage happened in their care (airlines usually call this a Property Irregularity Report)
- Photos of damaged items, and any repair quote or statement that an item cannot be repaired
- Receipts for emergency replacement items if your bags were delayed
Cancellation or disruption
- Booking confirmations and invoices showing what you paid
- Cancellation terms and correspondence from airlines, hotels and tour operators, including any refunds or credits offered
- Evidence of the reason for cancelling, such as a medical certificate
- Receipts for extra accommodation, meals or transport caused by a delay, and written confirmation of the delay from the carrier
How long insurers have to respond
Insurers that are members of the Insurance Council of New Zealand (ICNZ) follow the Fair Insurance Code. When you make a claim, the Code commits them to:
- • acknowledge receipt within 5 business days of receiving your claim
- • decide whether or not to accept the claim within 10 business days of the date they have all the information they need
- • if they cannot meet those timeframes, explain why, tell you how long a decision is expected to take, and update you at least once every 20 business days (or another interval you agree)
The 10-day clock starts only once the insurer has everything it needs, so complete paperwork is the part you control. Not every travel insurer is an ICNZ member — check your insurer’s website.
Source: Insurance Council of New Zealand, Fair Insurance Code 2020 (current PDF, accessed 30 September 2026)
For more on what affects the time a claim takes, see how long a travel insurance claim takes.
Common mistakes that cause problems
Not reading the exclusions before travelling
Activities such as skiing, scuba diving or riding a motorbike or scooter may be excluded or need extra cover. SafeTravel advises getting a policy that covers any activities you have planned.
Not declaring pre-existing medical conditions
Insurers ask about your medical history when you buy. Leaving something out can affect a later claim. See our pre-existing conditions guide.
No police or carrier report
Theft and airline baggage claims usually need an official report made at the time. It is rarely possible to get one after you have left.
Missing receipts or proof of ownership
Without proof of what an item was and what it cost, an insurer may pay less or ask for more evidence. Photograph receipts and store copies online.
Waiting until you are home to make contact
For medical events in particular, contact the insurer’s emergency assistance team while you are away. Other claims should still be notified as soon as you can.
Source: SafeTravel (MFAT), "Travel insurance" (accessed 30 September 2026)
Related guides: pre-existing conditions and common exclusions.
Photos and digital records
- • Photograph valuable items, serial numbers and receipts before you leave.
- • Photograph damage from several angles as soon as you find it.
- • Keep digital copies of your policy, passport and bookings separate from the originals.
- • Back up photos to cloud storage so they survive a lost or stolen phone.
If your claim is declined or you disagree
1. Complain to the insurer first. Ask for the reasons in writing. Under the Fair Insurance Code, the insurer first tries to resolve a complaint through its internal process within two months. If it cannot, it will explain its reasons in writing, offer a “deadlock” letter and tell you which external scheme it belongs to. You can also go to the scheme after two months without waiting for deadlock. Once a deadlock letter is issued, the Code says you have 3 months to refer the complaint to the insurer’s scheme.
Source: Insurance Council of New Zealand, Fair Insurance Code 2020 (current PDF, accessed 30 September 2026)
2. Take it to the insurer’s dispute resolution scheme. Depending on the insurer, this is either the Insurance & Financial Services Ombudsman Scheme (IFSO) or Financial Services Complaints Limited (FSCL). Both are free for consumers.
- • IFSO Scheme: 0800 888 202, ifso.nz — it investigates complaints about its participants for free, and asks that the provider is given the chance to resolve the complaint first.
Source: Insurance & Financial Services Ombudsman Scheme, "Complaints" (accessed 30 September 2026)
- • FSCL: 0800 347 257, fscl.org.nz — a free, independent scheme that looks into complaints about financial services including insurance.
Source: Financial Services Complaints Limited (accessed 30 September 2026)
Each scheme’s website has a search to check whether your insurer is one of its members.
Emergency contacts to save before you go
Your insurer’s emergency assistance number — printed on your policy certificate. Save it in your phone and keep a paper copy.
SafeTravel 24/7 consular assistance (New Zealand Ministry of Foreign Affairs and Trade): 0800 30 10 30 or +64 99 20 20 20.
Source: SafeTravel (MFAT) (accessed 30 September 2026)
ACC does not cover treatment overseas, although treatment for an overseas injury after you return to New Zealand might be covered by ACC.
Source: SafeTravel (MFAT), "Health advice" (accessed 30 September 2026)
Frequently asked questions
How long does a travel insurance claim take?
It depends on the insurer, the claim and how complete your paperwork is. Insurers that are members of the Insurance Council of New Zealand commit under the Fair Insurance Code to acknowledge a claim within 5 business days and to decide whether to accept it within 10 business days of having all the information they need. If they cannot, they must explain why, say how long it will take, and update you at least every 20 business days.
What documents do I need for a travel insurance claim?
Your policy wording lists what your insurer requires. Commonly requested items are your policy details, receipts and proof of ownership, medical reports and invoices for medical claims, a police report for theft, a carrier report for airline baggage problems, and booking confirmations and cancellation correspondence for cancellation claims.
When should I tell my insurer about a claim?
As soon as you can. The Fair Insurance Code says customers should contact their insurer as soon as they can after becoming aware of the loss or damage. For a medical emergency overseas, call your insurer’s emergency assistance line — the number is on your policy documents. Your policy wording may also set its own deadlines.
What can I do if my claim is declined?
Ask the insurer to explain its reasons in writing and use its internal complaints process. Under the Fair Insurance Code, if a complaint is not resolved within two months you can take it to the insurer’s external dispute resolution scheme — either Financial Services Complaints Limited (FSCL) or the Insurance & Financial Services Ombudsman (IFSO), depending on the insurer. It is free to take a complaint to the scheme.
Source: Insurance Council of New Zealand, Fair Insurance Code 2020 (current PDF, accessed 30 September 2026)
Comparing policies before your next trip?
Claims terms, excesses and exclusions differ between insurers. Read each policy wording before you buy.
Request a quoteGeneral information only. This page does not take your circumstances into account and is not financial advice. Your insurer’s policy wording decides what is covered and how claims are handled. Sources were checked on 30 September 2026.