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How to make a travel insurance claim

When you need to claim on your travel insurance, you can be confident that we’ll make the whole process as trouble-free as possible. This guide explains what you’ll need to do to get things underway.

Please note: On April 1st 2018 ASB changed travel insurance underwriters from Tower Insurance Limited (Tower) to Cigna Life Insurance New Zealand Limited. (Cigna).

Purchased before April 2018?

Click here to find out how to claim if you have a Tower policy purchased before April 1st 2018. 

 

Find out more

Purchased on April 1st 2018 or after?

Click here to find out how to claim on Cigna policies purchased on April 1st 2018 and after.

 

Find out more

Credit Card Travel Insurance Claims

Click here to find out how to make a claim for Visa Platinum Rewards and Gold cardholders.

 

Find out more

01

How to make a claim - Cigna

If you purchased your travel insurance after April 1st 2018 your claim will be managed by Cigna.
If you need emergency assistance while you’re overseas call our emergency assistance provider, First Assistance on +64 (4) 890 4974. They're available to help you anytime, 24 hours a day, 7 days a week.

For non-emergencies while you’re overseas call Cigna on + 64(4) 890 4954.

Making a claim during your trip

  • For medical emergencies:
    If you are taken by ambulance to hospital following an emergency call, please call First Assistance as soon as possible once you have been admitted to hospital.

  • For non-emergencies:
    If you need to consult a registered medical practitioner or need to go to hospital or a clinic, call First Assistance, and we can guide you to the safest and most appropriate place of treatment.

Our highly experienced team is available 24 hours a day, 7 days a week to help you. Our aim is to make sure you get the best treatment available to you.

Our first steps will always be to:

  • confirm you are in a safe place
  • establish the best local treatment available to you
  • consider your health and best interests.

Making a claim before or after your trip:

If you need to make a claim before or after your trip, please call us on 04 890 4954 or 0800 660 141 or email us at travelclaims@cigna.com

If you are able to claim back any part of a claim from a transport provider, accommodation supplier, ACC, another insurance policy, a credit card company, a bank, or any other supplier or person, please do this before you give us a call and let us know the details. In this circumstance we will only pay the difference between your loss and the amounts you are entitled to receive.

02

How to make a claim - Tower

If you purchased your travel insurance before April 1st 2018 your claim will be managed by Tower.
For assistance during an emergency or if you just want some advice, the best place to start is by calling the Tower Helpline. Our overseas helpline service is available 24 hours a day, 7 days a week.

Tower Helpline numbers

For serious medical emergencies call +64 985 5000.

Recommended or Budget cover

  • In NZ call: 0800 800 477 (free)
  • From overseas call: +64 985 5000 (collect) 

Visa Gold Rewards card holders

  • In NZ call: 0800 422 280 (free)
  • From overseas call: +64 9 359 1688 (collect)  

Visa Platinum Rewards card holders

  • In NZ call: 0800 114 117 (free)
  • From overseas call: +64 9 359 1607 (collect)

 

If you need to claim, please tell Tower Insurance as soon as you practically can.

  • Make sure you keep any supporting documentation (including any police reports) and receipts relating to your claim. You may need to send them to Tower when asked.

  • Fill in a claim form online. Once you’ve completed the claim form, send it back to Tower, either by email travel@tower.co.nz or by post: Tower Insurance, PO Box 90347, Auckland 1142, New Zealand.

  • For serious medical emergencies call +64 985 5000. Tower has a team of doctors and nurses on standby to manage any serious medical claims immediately

03

How to make a claim on your credit card travel insurance

For Visa Platinum Rewards and Gold cardholders, your claim will be managed by Cigna Life Insurance New Zealand Limited.  If you need emergency assistance while you're overseas call our emergency assistance provider, First Assistance on +64 (4) 916 6312. They're available to help you anytime, 24 hours a day, 7 days a week.

For non-emergencies while you're overseas call Cigna on +64 (4) 890 4954.

Important information for Visa Platinum Rewards Travel Insurance:

If you activated your travel before 1 December 2017, then you will be covered up to 120 days and 79 years of age.

If you activated your travel after 1 December 2017, then you will be covered up to 90 days and 75 years of age.

Find how to activate your credit card travel insurance.

Making a claim during your trip

  • For medical emergencies:
    If you are taken by ambulance to hospital following an emergency call, please call First Assistance as soon as possible once you have been admitted to hospital.

  • For non-emergencies:
    If you need to consult a registered medical practitioner or need to go to hospital or a clinic, call First Assistance, and we can guide you to the safest and most appropriate place of treatment.

Our highly experienced team is available 24 hours a day, 7 days a week to help you. Our aim is to make sure you get the best treatment available to you.

Our first steps will always be to:

  • confirm you are in a safe place
  • establish the best local treatment available to you
  • consider your health and best interests.

Making a claim before or after your trip:

If you need to make a claim before or after your trip, please call us on 04 890 4954 or 0800 660 141 or email us at travelclaims@cigna.com

If you are able to claim back any part of a claim from a transport provider, accommodation supplier, ACC, another insurance policy, a credit card company, a bank, or any other supplier or person, please do this before you give us a call and let us know the details. In this circumstance we will only pay the difference between your loss and the amounts you are entitled to receive.

ASB travel insurance policies purchased from 1 April 2018 are underwritten by Cigna Life Insurance New Zealand Limited. ASB travel insurance policies purchased prior to 1 April 2018 are underwritten by Tower Insurance Limited. For full details, refer to the relevant travel insurance policy document which is available on request from any ASB branch or by calling 0800 200 252. The availability of insurance cover is subject to your application being approved. Exclusions apply.

For ASB credit card travel insurance, ASB’s lending criteria and Credit Card Conditions of Use apply. Please refer to the Gold Travel Policy wording or Platinum Travel policy wording for full details. Exclusions and limitations apply. This insurance is underwritten by Cigna Life Insurance New Zealand Limited.

Travel insurance How to make Travel Insurance Claims