Who pays depends on what’s happened and the seriousness of your medical situation.
We recommend you pay and make a claim later when:
- The total cost of your medical treatment is unlikely to exceed NZD$2,000
Where possible, we will pay the hospital or provider direct when:
- The total cost of your medical treatment is likely to exceed NZD$2,000.
- If that happens, you, a friend or family member must contact our 24/7 Emergency Assistance team as soon as possible; they will work closely with the Claims team who will confirm coverage under the policy and manage any potential claim.
- In the case of hospitalisation, our Emergency Assistance team will coordinate payment directly with the hospital wherever possible, provided cover under the policy has been confirmed by us.
Why do I need to contact the Emergency Assistance Team?
So we can confirm your coverage and manage any potential claim and,
If you don't contact our Emergency Assistance team as required, we may not fully reimburse you for your expenses, or for any evacuation or airfares that have not been approved or arranged by us, and which were not reasonably necessary.
What information do I need to provide the Emergency Assistance Team?
Once we’ve confirmed your cover and agree to pay for medical costs, we can organize payments directly to the hospital or provider. To do this, we need:
- Your policy number
- As much detail as possible about what has happened, including (if possible) where you are and details of the medical facilities you are at.
How do I claim if I pay for the medical costs?
If you pay for medical treatment, you can lodge a claim online. To do this you will need to provide supporting documentation, so make sure you have kept copies of all relevant:
- Medical reports from treating doctors explaining the diagnosis provided, medical tests and treatment given/requested
- Receipts for medications that you may have purchased
- Hotel, airline, railway, bus company and/or restaurant receipts relevant to the event
- Any other relevant documentation
You can contact us anytime.
If you’re not sure about what to do, you can contact us for assistance.
This is only a summary of coverage and does not include the full terms, conditions, limitations and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.
The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.
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Contact us- All contact details
- Emergency Assistance Contact
- Claims contact
Contact our Emergency Assistance Team
For help in an emergency, contact our Emergency Assistance Team. They are available 24 hours a day, 7 days a week.
Contact us
From anywhere in the world:
+61 2 8263 0470
From anywhere in the world:
+61 2 8292 1470
Within Australia:
1800 611 210
Contact our Claims Team
We’re here to help if you have a question about your claim. We’re available:
Contact us
Within New Zealand:
0800 666 237
From anywhere in the world:
+61 2 8256 1542
Within Australia:
1300 787 375