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We’re here to help you when you face a loss. We have two options for submitting travel insurance claims.
Along with a claim form, you will need to provide supporting documentation.
In all cases, you will need to provide evidence relating to how you met the policy eligibility criteria prior to departure, including a copy of your itinerary showing prepaid return tickets and a credit card statement showing that you paid $500 or more of your return travel tickets using your card*.
In addition to evidence supporting your eligibility for and activation of cover you will also need to supply information relating to the claim itself.
For baggage claims include receipts or other proof of ownership, and police reports or other documentation demonstrating that you reported the loss to the authorities.
For medical claims include details of the accident or injury and costs you have incurred. We may also require supporting evidence from your normal doctor or general practitioner in New Zealand showing the claim is not related to a pre-existing medical condition.
For cancellation claims include confirmation from your airline or other provider that your bookings were cancelled and if a refund, partial or otherwise, was provided.
Feel free to include any additional information that you feel is relevant to your case. If the claim form has insufficient space, you may attach a cover letter.
*You can also activate cover by taking a cash advance of $500 or more from your card account on the same day as you use funds from any other ASB account to pay for your pre-paid deposits, or by redeeming your True Rewards dollars, or by winning your overseas travel tickets in a prize draw
Note: The Travel Guard companies – part of the Zurich Insurance Group – provide services in support of this insurance including claims on behalf of Zurich Australian Insurance Limited, trading as Zurich New Zealand.
Our claims team is committed to providing fast and efficient settlement of your claim. We aim to:
Register your claim within one business day of receipt.
Assign a Claims Examiner to assess your claim.
Acknowledge your claim by e-mail within five business days of receiving your electronic claim lodgement.
Make a determination on your claim within 10 business days of receiving all information we need to determine your claim. If we can’t meet this timeframe – for example, because the claim is complex or depends on getting information from a third-party – we’ll tell you why, let you know how long we expect it will take to make a decision on your claim and keep you informed at least once every 20 business days, or another time internal we may agree with you, until your claim is resolved.
Ensure a decision maker is available to respond on as needed basis.
We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers. Please visit https://www.icnz.org.nz/individuals/about-the-code/ for more information.
We strive to provide a high standard of service at all times. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right.
