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.
01
Call the Tower Helpline
For assistance during an emergency or if you just want some advice, the best place to start is by calling the Tower Helpline.
So you can get the best level of service, there are different helpline numbers depending on how you arranged your insurance.
Please note: 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)
02
What to do when you need to claim
If you need to claim, tell Tower Insurance as soon as you practically can. For emergency claims, you should contact Tower immediately.
You'll need to supply your policy certificate or policy number (if you have it). Please note: if you activated your insurance cover through your ASB Visa Gold Rewards or Visa Platinum Rewards credit cards, we will need your credit card number.
It’s important to remember that wherever it’s practically possible, all medical claims must be approved by Tower before any treatment is obtained.
03
Processing your claim
Once you have told Tower about your claim, they:
- may appoint a medical adviser to look after your claim
- will acknowledge that they have received your claim
- Tower may also ask you for further information or assistance to help them to consider your claim
Once your claim has been accepted, Tower will arrange settlement of your claim in line with your policy.
04
What you need to do
Here are some specific things that you will need to do, depending on the type of claim you are making.
For loss of property
For medical related claims
For legal liability claims
05
When are claims settled?
We’ll normally settle any claims once you’re back at home. If it’s an urgent case an agent authorised by Tower will settle your claim while you’re still overseas.
Keeping you up to date
To make sure you know how things are progressing with your claim, Tower can keep you updated via text. Simply contact Tower’s claims team on 0800 800 477 to set this up. The type of information you might receive is:
- details of your claims handler
- whether your excess has been waived
- if or when your claim is accepted
- when final settlement has been made
Make a claim
Recommended or Budget cover
From overseas call collect on:
From overseas call collect on:
From overseas call collect on:
Other helpful guides
ASB Travel Insurance is underwritten by Tower Insurance Limited. For full details, refer to the relevant travel insurance policy document which is also 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. See further information regarding Tower's financial strength rating.
