Travel Insurance Policy

Please find the policy terms and conditions below. This document details the benefits, terms, conditions, limits and exclusions available under each plan. It is advisable that you read and understand this – under the standard terms and conditions, we allow you a 14-day free look period provided your trip has not commenced and you have not made a claim. 

Click here to view the Policy Wording 
> Full Insurance Policy Wording 

How to make a claim 

To make a claim please click here to be taken to our online claims portal. 

As part of your claim, you may be required to: 

1. Provide us with supporting documentation such as original invoices, receipts, and other vouchers relating to your expenses or loss. 
2. Produce your policy details. 
3. Provide us with all the information we require to enable us to consider the claim. 

What documentation is required to make a claim? You must give us any information we reasonably ask for to support your claim at your expense, such as, but not limited to, police reports, valuations, medical reports, receipts or proof of ownership. If required, we may ask you to provide us with translations into English of such documents to enable us to carry out our assessment of your claim. 

• For loss or theft of your baggage or personal effects, you should notify the local police or local government authority within 24 hours and you must obtain a copy of the incident report. 

• For damage or misplacement of your baggage or personal effects caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they make. 

• For medical or dental claims please contact Allianz Partners as soon as practicable and ensure that you retain all reports, receipts, doctor’s certificates and other information. 

Currency: 

Important claims information 
 
We will pay all claims in New Zealand dollars. We will pay you unless you tell us to pay someone else. The rate of currency exchange that will apply is the rate at the time you incurred the expense. 

Depreciation will be applied to claims for Luggage and Personal Effects at such rates as reasonably determined by Allianz Partners. If you can make a claim against someone in relation to a loss or expense covered under this policy and you do not get paid the full amount of your claim, we will make up the difference. You must claim from them first. 

Complaints 

Complaints and disputes are not an everyday occurrence at Allianz Partners, as we strive to do things the right way. Sometimes complaints and disputes do occur, and when this happens our objective is to provide you with the resolution in a fair, transparent and timely manner. 

General Complaints 

 If you are unhappy with any aspect of our policy, or if you have a complaint about the service you have received, please contact us by phone on 0800 800 048, or email us at help@allianz-assistance.co.nz. We aim to resolve your complaint immediately, but in the unlikely event that this is not possible, your complaint will be escalated to the appropriate Team Leader or Manager for the investigation. 

Claim Appeals 

If you are unhappy with a claims decision, the following steps set out our claims appeals process. 
 
Stage 1 
 
Please contact us by telephone, email or fax to discuss the decision. It may be that we have not considered every aspect of your claim as we should have or you may be able to provide us with additional information which will allow us to reconsider your circumstances. Alternatively, we may be able to provide you with a clearer explanation of the reasons for our decisions. 
 
Stage 2 
 
If we are unable to provide you with an outcome you are satisfied with, you may appeal the decision to our Dispute Resolution Manager. Please put your complaint in writing and send it to us by email, post or fax. 
 
Post: Allianz Partners 
PO Box 33-313, 
Takapuna, Auckland 0622 
Attention: Dispute Resolution Manager 
 
Email: Disputeresolution@allianz-assistance.co.nz 
Attention: Dispute Resolution Manager 
 
Fax: 09 489 8167 
 
If you have any additional information or documentation with you that you believe may help support your claim, please take this opportunity to provide it. We will acknowledge receipt of your complaint within 5 business days from when we received it and we will respond to your complaint within 10 business days. If we are unable to provide you with the outcome within 10 business days of receiving your complaint, we will contact you to advise you of the timeframe within which you can expect to hear from us. 
 
In circumstances where no reasonable alternative timeframe has been agreed on, or, if we cannot resolve your complaint to your satisfaction within 2 months, we will explain our reasons to you in writing, and provide you with a 'letter of deadlock' so that you can take your complaint to our independent, external dispute resolution scheme. 
 
External Disputes Resolution Process 
 
If you are not satisfied with the outcome of your complaint, you may, subject to their terms of reference, choose to have your complaint reviewed independently by the Insurance & Financial Services Ombudsman Scheme (IFSO). IFSO provide an independent dispute resolution service and their decisions are binding on us. You have up to three months to contact IFSO after our final decision is issued to you. If you do not contact IFSO within this timeframe, they will be unable to consider your complaint. 
 
The contact details for IFSO are: 
 
Freephone 0800 888 202 
Telephone 04 499 7612 
Email info@ifso.nz 
Website: www.ifso.nz 

Fair Insurance Code 

Mitsui Sumitomo Insurance Company, Limited is a member of the Insurance Council of New Zealand and adheres to the Fair Insurance Code, which provides You with assurance that We have high standards of service to Our customers. A copy of the Fair Insurance Code is available from the Insurance Council of New Zealand website, or by simply clicking here. 

Contact Allianz Partners 

FREEPHONE WITHIN NEW ZEALAND 
Phone Number: 0800 800 048 
Fax Number: 0800 800 167 

TO CALL FROM OVERSEAS 
Sales Support: +64 9 486 0048 
Claims and Emergency Assistance: +64 9 486 6868 

POSTAL 
P O Box 33 313, Takapuna, North Shore City 0740 

 
Allianz Partners advice is available for all services related to: 
• medical and hospital 
• repatriation 
• legal expenses 
• evacuation and travel 

When you call, Allianz Partners require:  
1. Your name 
2. Your policy number and selected plan 
3. Details of your emergency 
4. A contact phone number, including area code 

Wherever possible you should lodge your claim with us on your return to New Zealand. If you do require assistance while you are away, please call us. 

Disclosure Notice 

This insurance is issued and managed by AWP Services New Zealand Limited trading as Allianz Partners ( NZBN 9429035270157 ) under binder with and on behalf of Mitsui Sumitomo Insurance Company, Limited (NZBN 9429039809810, FSP Number 20661) (Incorporated in Japan) as the underwriter. 

You should read the Policy Wording and consider obtaining independent legal or financial advice before making any decisions about this insurance. Terms, conditions, limits, sub-limits and exclusions apply. 

Mitsui Sumitomo Insurance Company, Limited – Financial Strength Rating. 

Mitsui Sumitomo Insurance Company, Limited has a financial strength rating of A+ (Stable) as given by S&P Global Ratings. 

The S&P Global rating scale rating in summary form is: 
AAA (Extremely Strong) 
AA (Very Strong) 
A (Strong) 
BBB (Good) 
BB (Marginal) 
B (Weak) 
CCC (Very Weak) 
CC (Extremely Weak) 
C (Selective Default) 
D (Default) 

The rating may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. 
Further information on the S&P Global ratings is available here: 
https://www.spglobal.com/ratings/en/products-benefits/products/financial-strength-rating 

updated 1 April 2025