For such a relatively small country, Ecuador is packed with amazing experiences for the adventurous traveler. From hiking up volcanoes to biking down the Andes, from floating through the jungle to fishing for piranha, thrills are everywhere. And that’s to say nothing of the amazing wildlife waiting to be discovered in the Galapagos Islands!

But along with adventure comes risk, and what if a natural disaster strikes or you suffer an accident far away from the nearest town? When planning your dream vacation, a travel insurance policy may be a good idea to help get you back on course in case an unexpected event means things go awry.

• Why travel insurance matters
• What should I look out for when traveling to Ecuador?
• What’s not covered?

Why travel insurance matters

A once in a lifetime trip to go snorkeling with the sharks, sea turtles and manta rays in the Galapagos means a lot of financial outlay. Travel insurance covering lost baggage and medical emergencies can help protect this investment if the unexpected happens.

A World Nomads travel insurance policy may provide cover for:

• Delayed or lost baggage
• Trip cancellation or interruption
• Stolen personal effects 
• Overseas medical insurance and cover for Coronavirus-related events
• More than 150 activities and sports when in Ecuado

What should I look out for when traveling to Ecuador?

If it’s relaxed beaches or snow-capped mountains you’re after, Ecuador has everything to make a visit the best vacation ever! But things might not go according to plan and knowing that you may be able to resolve financial, medical or logistical problems through your travel insurance policy is a great comfort. Some of the unexpected events that we may be able to help you with include:

Delayed or lost baggage

Even though Brazil and Ecuador are close neighbors, airline companies can still manage to mislay or lose your baggage. If this happens, make sure that you follow all the correct reporting procedures at the airport and World Nomads may be able to provide you with reimbursement for a change of clothing and personal items until things get sorted.
 

Trip cancellation and trip interruption

With so much to do in Ecuador, you’ve probably spent a long time making travel arrangements. But if something unexpected, such as an illness or an accident, happens just prior to departure, or even during your trip, your travel insurance policy may be able to help recover some of your losses.

Stolen personal effects 

The bigger cities such as Quito and Cuenca provide a fascinating mix of indigenous and Spanish history and culture, including one of Latin America’s largest outdoor markets. But if you’re pickpocketed while browsing the local handicrafts, our round-the-clock hotline may be able to point you to the local police station and help you obtain temporary documents. We can also assist in getting funds wired over from your family back in Brazil.

Overseas emergency medical insurance and cover for Coronavirus-related events 

If you injure yourself on a hike to the famous crater lakes or on a whitewater rafting expedition from the mountains into the jungle, our 24/7 emergency assistance team can help you find the nearest medical center. If the injury is serious, World Nomads may also be able to help arrange for emergency evacuation and repatriation back to Brazil.

Unfortunately, the effects of the pandemic are still a part of our lives, so if you fall ill with a Coronavirus-related medical problem, your insurance may be able to help with hospital stays and medication.

Cover for over 150 activities and sports when in Ecuador

World Nomads has developed travel insurance for the adventurous traveler with cover for more than 150 exciting sports and activities. With amazing new experiences being developed in Ecuador, such as high altitude ziplining and swings flying out over canyons, it is important that you read through the different policies – Standard, Explorer and Explorer Plus – and decide which one is right for the kind of vacation you plan on taking.

What's not covered?

Of course, no insurance policy can cover absolutely everything, and there are a number of things that World Nomads will not provide assistance or reimbursement for. These may include:

• Taking part in sports not covered by the policy. Always check what is and isn’t covered before taking out a policy and before signing up for a new radical sport.
• If you haven’t taken proper care of yourself or your belongings. So if you’ve left your things unattended while enjoying Quito’s nightlife or following the iguanas down the beach in the Galapagos, we won’t be able to cover you.
• Treatment for pre-existing medical conditions or if your trip has been planned specifically to receive specialist health care.

Of course, this is only a brief guide to insurance while traveling in Ecuador. So before heading off to the “center of the world,” please feel free to contact us for more detailed information on the different policies and cover available.

Você já conhece tudo que o litoral brasileiro tem a oferecer e agora é hora de partir para Gold Coast, Indonésia, Oahu ou todas aquelas ondas com as quais você sempre sonhou. Mas um caldo inesperado ou um encontro com uma rocha submersa podem impor uma pausa ou prematura  ao seu sonho. Portanto, antes de buscar as ondas, é uma boa ideia contratar um Seguro Viagem.

Seguro Viagem para surfistas brasileiros

Você pode até ser um surfista tarimbado e conhecer os riscos, mas surfar sabendo que está protegido em caso de acidente só melhora sua experiência. Uma apólice de viagem da World Nomads para surf pode cobrir:

Perda de bagagem: E se a companhia aérea extraviar sua valiosa prancha e outras bagagens antes mesmo que você veja o mar? Certifique-se de informar imediatamente a perda à companhia aérea e obter comprovante por escrito, preenchendo o formulário P.I.R (Property Irregularity Report).

Documentos perdidos: Perdeu seus documentos de viagem e carteira pulando de uma cidade litorânea para outra na Nicarágua? Você pode contar com seu Seguro Viagem para garantir que as substituições sejam mais tranquilas.

Atendimento médico de emergência: em um minuto você está voando sobre as ondas, no próximo você leva um caldo. Fazer um Seguro Viagem para questões médicas de emergência no exterior pode ter sido a melhor decisão que você tomou antes de viajar. 

Transporte: as melhores ondas do mundo não necessariamente ficam próximas ao hospital. Seu Seguro Viagem pode ajudá-lo a sair do paraíso isolado do surfista e se dirigir ao centro médico mais próximo para tratamento.

Cancelamento de viagem: Se você ou um acompanhante sofrer um acidente nas ondas ou ficar doente, o que significa que sua viagem terá que ser  interrompida, sua apólice pode ajudá-lo a voltar para casa e recuperar suas despesas de viagem pré-pagas.

Além do surf, sua apólice World Nomads também pode cobrir:

• Surf terrestre
• Stand-up paddle surf (SUP)
• Windsurf
• Sandboard
• Kiteboarding
• Wakeboarding

Leia sua apólice de Seguro Viagem detalhadamente, pois certas formas complementares de tratamento médico podem não ser cobertas por acidentes relacionados ao surfe.

O que não está coberto pelo Seguro Viagem para surf?

A World Nomads quer contribuir para que as pessoas possam explorar tudo que o mundo tem a oferecer. Mas você não deve visitar regiões que forem consideradas inseguras ou desaconselháveis para viajar, e você sempre precisa ser sensato e tomar cuidado. A World Nomads não pode cobrir tudo, portanto, esteja ciente de alguns pontos, como:

• Não vá para o mar depois de beber ou usar drogas.
• Não podemos oferecer cobertura se você não seguir as orientações de seu médico após um acidente.
• Você deve sempre cuidar de seus objetos pessoais.
• Se algo acontecer com você como resultado de uma condição médica pré-existente, seu tratamento não poderá ser coberto.

Se você é iniciante, faça aulas em uma escola de surf. Não procure um tubo ou uma rampa direto!

Como aproveitar ao máximo seu Seguro Viagem

Como surfista, há uma boa chance de você querer experimentar outros esportes ou atividades de aventura durante as férias.

A World Nomads oferece cobertura para mais de 150 esportes e atividades diferentes e emocionantes que você pode experimentar enquanto viaja pelo exterior. Mas você deve estudar os diferentes planos - Standard, Explorer e Explorer Plus - para decidir qual é o certo para você.

Aproveitar suas férias ao máximo geralmente significa tomar as decisões certas. Então, ao sair para surfar:

• fique de olho nos alertas de tempestade
• reconheça os seus próprios limites e respeite os sinais de alerta do oceano
• verifique a área com antecedência e fique atento a rochas e recifes submersos
• pode ser uma boa ideia surfar com outras pessoas para que vocês possam se revezar para ficar com as coisas de todos na praia. Seu seguro não cobrirá a perda de seus pertences se eles forem deixados sem vigilância.

Obviamente, em férias de surf, é para isso que você deseja uma cobertura específica. Mas os planos de Seguro Viagem da World Nomads cobrem muitas outras situações inesperadas e às vezes inevitáveis que podem acontecer quando você está viajando.

Você pode precisar de cuidados médicos depois de torcer o tornozelo subindo a colina para outra praia ou depois de comer frutos do mar locais que não caíram muito bem. Ainda existe a possibilidade de você pegar o COVID-19. Aconteça o que acontecer, o Seguro Viagem para emergências médicas é importante, pois pode fornecer assistência e atenção médica quando você estiver longe de casa.

A equipe de assistência de emergência da World Nomads também pode oferecer ajuda 24 horas por dia, 7 dias por semana, em diversos eventos inesperados. Isso pode incluir ajudar a encontrar o hospital ou delegacia de polícia mais próximos ou informar sua família no Brasil sobre qualquer emergência e ajudá-lo a receber valores de maneira rápida e fácil se você estiver em dificuldades.

Obviamente, este é apenas um breve resumo de por que é uma boa ideia ter um Seguro Viagem se você estiver de férias para surfar. Para obter informações mais detalhadas, leia atentamente as opções de apólice disponíveis. Se você tiver alguma dúvida, entre em contato.

For information relating to policies purchased prior to October 23 2024, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For plans purchased after October 23 2024, please see below.

• What to do if your flight has been canceled or you’ve missed a connection
• Talk to your airline about rebooking, compensation or a full refund
• Get the essential details in writing from your airline
• Keep your receipts for reasonable expenses
• How might travel insurance help if your flight is delayed or canceled?
• Handy tips in case your plans get affected by a delayed or canceled flight

So you’re stuck at the airport … we’ve all been there. If your flight has been delayed or canceled, or you’ve missed your connection, your airline should always be your first port of call. But travel insurance* may be able to help in certain circumstances. Read on for more info.

What to do if your flight has been canceled or you’ve missed a connection

In many cases, if your flight has been cancelled or you miss a connection, your airline will automatically rebook you. Before travel, download your airline’s app, and refresh the app as soon as you realize you’ve got flight issues.

If your airline has not automatically rebooked you, head to the service desk or call their customer care line. But don’t rush to buy a new flight, as the airline is not likely to reimburse you for a flight purchased on your own and travel insurance can only reimburse you if your flight is canceled for a reason specified by your plan.

Talk to your airline about rebooking, compensation or a full refund

Your airline is obligated to rebook you if your flight has been canceled or you’ve been bumped from an oversold flight. Travel insurance won’t reimburse you if you’ve been bumped, so seek compensation directly from your airline. If they can’t get you on a new flight until tomorrow, ask to be rebooked on another carrier, or request meal and hotel vouchers. You must accept any reasonable alternative options offered by the airline. If you do end up making a travel insurance claim, you’ll need proof that you first sought reimbursement from your airline or other travel provider.

Get the essential details in writing from your airline

If the airline is unable to provide meal or hotel vouchers, you may be able to claim for reimbursement of out-of-pocket meal and lodging expenses under your trip delay benefit. You’ll need written confirmation from your airline that includes:

• the reason for the delay
• scheduled departure and return times
• actual departure and return times.

Head straight to the airline desk to get this critical information or ask a telephone agent to email you these details on the spot.

Keep your receipts for reasonable expenses

Remember to keep receipts for any out-of-pocket expenses you incur during your delay – you’ll need these to make a claim. Your trip delay benefit may cover local transportation, lodging and meals while you’re delayed. And if your bags are delayed too, by more than 12 hours, keep receipts for the essential toiletries and a change of clothes that you had to buy until your trip resumes, and you’re reunited with your bag. As soon as you realize your bag has been misplaced by the airline, you should also contact our Delayed or Lost Baggage Tracking and Delivery service. This non-insurance service partner will get on the case and will update you every step of the way as they find and retrieve your bags

If you do need to make a claim, check out our how to make a claim article for step-by-step guidance.

How might travel insurance help if your flight is delayed or canceled?

Travel insurance may be able to step in where your airline falls short. Here are some situations where travel insurance may be able to provide some relief.

• If an airline refused to provide meal or lodging vouchers, you may be able to claim for reimbursement of those expenses after a delay of six or more hours.
• If your delayed or canceled flight caused you to miss pre-paid accommodation or tours, you may be able to claim for reimbursement of those unused, prepaid, nonrefundable trip costs.
• If your flight is canceled or delayed for at least 24 consecutive hours due to a strike, you may be able to claim reimbursement for new flight tickets that you had to purchase out of pocket.
• If you miss the start of your trip due to a covered missed connection reason, you may be eligible for reimbursement to ‘catch up’ and join, instead of having to cancel your plans.
• If you’re stuck overnight and your airline can’t deliver your checked baggage for more than 12 hours, you can claim for reimbursement of essential toiletries and a change of clothes under your baggage delay benefits. Remember to also get in touch with our Delayed or Lost Baggage Tracking and Delivery service. This non-insurance service partner may be able to retrieve your lost bags quickly.

World Nomads offers four plans, which each have different per day and maximum benefit limits. Read your chosen plan thoroughly to understand the benefit limits.

Traveler tip 1: Remember, travel insurance is for the unexpected. If a storm or strike, or any other event, was known when you bought your travel insurance plan, coverage may not apply.

What’s excluded:

Travel insurance isn’t designed to cover everything. Exclusions include, but are not limited to:

• You running late, getting stuck in traffic or a long security line and missing your flight.
• Purchase of a new flight because you didn’t want to wait to be rebooked by your airline.
• Luxury hotel suites and the most expensive thing on the menu. Travel insurance is meant to cover reasonable out-of-pocket expenses if you’re delayed.
• Flight delays of less than six hours.
• Baggage delays of less than 12 hours.
• Expenses that have been reimbursed by your airline.

Traveler tip 2: if you are going to miss your flight because you’re just running late, contact your airline. Travel insurance won’t be able to reimburse you for your missed flight if you overslept.

Handy tips in case your plans get affected by a delayed or canceled flight.

We know delays and cancellations are frustrating, but here are a few tips to help smooth the journey.

1. Prepare in advance. Download your airline’s app. Print or save a copy of your travel insurance plan documents. Check-in online if you can.

2. Allow plenty of time to get to the airport and through the security line (usually a minimum of two hours for domestic and three hours for international flights, but check with your airline for the most up-to-date guidance).

3. Be ready for delays and cancelations, which are increasingly common these days. Wear comfortable clothes; bring snacks; have reading, watching or listening material ready when you need it.

4. Carry on if you can. Having everything with you will minimize the chances of baggage loss if you miss a connection or your flight is canceled. If you need to check your bag, carry the essentials, including medications and a change of clothes, with you.

5. Know what your plan does and does not cover, and when. Trip delay benefits for U.S. resident plan holders start at six hours. Baggage delay benefits start at 12 hours. Know what types of delays are (e.g. weather) and are not (e.g. airline staffing issues) covered.

6. Be patient and kind. Delays and cancelations are frustrating. Be kind to the customer service agents who are dealing with dozens, if not hundreds, of other angry passengers.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

You’re at the airport, ready to go and you just found out your flight is not leaving on time. What you do next can make the difference between a successful claim for compensation or a refund, and a long night on an uncomfortable airline bench. 

World Nomads has put together some information that will help guide you if you’re stuck at an airport. The information covers some steps to follow in case your flight is delayed or cancelled, what you’re covered for and what you’re not covered for, and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you know it could be more than a 12-hour period, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay.

Traveler tip 1: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Policy Wording for a full description of the coverage, terms, conditions and exclusions that apply to you.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed. Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travelers report service desks have given them proof on letterhead paper at the airport on the spot. If they can't get their customer service and complaints, contact details then initiate contact on the spot.

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been left out of pocket or incurred expenses because of the delay, then your first port of call must be to seek compensation. Get the carrier to help rearrange or reschedule your plans or ask for a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first. 

Note: Depending on your Country of Residence you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled. These are enshrined in the Montreal Convention which applies to residents from many countries. You must accept any reasonable alternative options offered by the airline, public transport provider, tour operator, or accommodation provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline, travel provider, or accommodation provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and make a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your Policy Wording will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

For more information on delayed and missed flights and how you may be covered read our Help Center article - Travel insurance: delayed and missed flights.

If you’re unsure about your level of cover around trip interruptions, you can read our Help Centre article - What does trip interruption cover?

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the Policy Wording, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption’ so there are no surprises if you do need to use it.

Here and the main things that aren’t covered:

• You decline any reasonable alternative service or compensation offered by your airline or other travel service provider.
• You not having allowed for the airline’s official minimum check-in or transit time. For example: not leaving reasonable time for traffic delays is not a claimable event.
• Withdrawal from service, temporarily or otherwise, of the aircraft, coach, train or sea vessel on the order or recommendation of the Civil Aviation Authority or Port Authority or similar body in any country.
• You traveling against the advice of the local or national government authority relevant in the circumstances. We won’t cover any loss, claim or expenses that directly or indirectly relate to or arise from traveling to, planning to travel to, or choosing to remain in a country or region that is the subject of a government warning of ‘Do Not Travel’ issued by the U.S. Department of State. See - www.state.gov
• Any expenses for delays, rescheduling or cancellation of scheduled public transport services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Note: Compensation should be sought directly from the carrier in these situations.
• If your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited.
• A loss arising from a change of mind, disinclination or reluctance to travel.
• You not providing receipts for your expenses.
• Delays caused by expected and foreseen events that have been covered widely be the media and through official government channels.
• Costs that are unnecessary or extravagant.
• Expenses that are covered by your carrier.

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

• Contact your airline, or tour operator to check if any travel services are affected. 
• If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance.
• Allow more time to arrive if you know there are strikes occurring that may cause delays, but not prevent you from traveling.
• If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
• Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
• Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

 This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Wording in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

At World Nomads we’ve been stuck at airports all over the globe and it’s no fun. To avoid you some added pain we have put together some information that will help you know what to do if you’re stuck at an airport, what your covered for, and what you’re not covered for and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you think it could be more than just a short period of time, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay. 

Traveller tip: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Policy Document for a full description of the coverage, terms, conditions and exclusions that apply.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed.  Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travellers report service desks have given them proof on letterhead paper at the airport on the spot – and if they can't get their customer service and complaints contact details and initiative contact on the spot.

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been out of pocket or incurred expenses because of the delay then your first port of call must be to seek compensation, help to rearrange or reschedule your plans or a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim against your travel insurance policy for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first.  

Note: In New Zealand you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled.  These are enshrined in the Montreal Convention which applies to residents from many countries.  You must accept any reasonable alternative options offered by the provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline or travel provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and may a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your Policy Document will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

Flight delayed or cancelled - What's covered?

You may be covered for reasonable and necessary additional expenses, such as transport and accommodation costs, if:

• you’re directly involved in a motor vehicle, railway, air or marine accident causing you to miss your flight
• your flight is delayed due to severe weather, natural disaster, hijacking or strike, including if it causes you to miss a connecting flight.

By ‘reasonable’ we mean the standard of transport or accommodation you were booked to use. If you had an economy class ticket on a flight you’ve missed, you can’t upgrade yourself to business without being able to prove that it was reasonable to do so in the circumstances.

Check your plan’s policy for the benefit limits – they very between our Standard and Explorer plans.

In many cases, if you miss a connection or your flight has been cancelled, your airline may automatically rebook you. Before travel, download your airline’s app, and refresh that as soon as you realize you have got flight issues. The one thing you do not want to rush to do is buy a new flight.   

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

What to know if you’re making a claim for a missed, or delayed flight

If you end up stuck at in an airport due to a cancelled or delayed flight and you intend to make a claim for unexpected and unavoidable expenses, Some documents you may need to submit include:

• Notice from the travel supplier or carrier confirming the reason, timing and duration of the unexpected event causing the delay, cancellation or interruption; any compensation or offers made to you; and confirmation of your claim and settlement with them, if applicable
• Evidence of any accident such as documentation from an official body in the country where the accident happened: e.g. a police and/or relevant transport authority report
• Documentation to confirm your travel itinerary, vouchers or e-tickets
• Valid documentation from your travel supplier, event organiser or education provider
• All itemised and receipted expenses.

See our article on how to make a claim for more information.   

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the Policy Document, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption' so there are no surprises if you do need to use it.

Here and the main things that aren’t covered:

• Any expenses for delays, rescheduling or cancellation of scheduled public transport services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Compensation should be sought directly from the carrier in these situations.
• If your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited
• Any claim where you haven’t allowed for the minimum check in or transit time or at least three hours for check in and transit, whatever is longer OR if your travel provider officially requires more than 3 hours then you must allow for this
• Any reason for the delay or missed flight not listed as a covered event, e.g. you missed your fight because of heavy traffic on the way to the airport.
• A loss arising from a change of mind, disinclination or reluctance to travel
• A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the New Zealand Government (see safetravel.govt.nz)
• You not providing receipts for your expenses
• Delays caused by expected and foreseen events that have been covered widely be the media and through official government channels
• Costs that are unnecessary or extravagant
• Expenses that are covered by your carrier

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

1. Contact your airline, or tour operator to check if any travel services are affected. 
2. If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance.
3. Allow more time to arrive if you know there are strikes occurring that may cause delays, but not prevent you from travelling.
4. If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
5. Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
6. Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.

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.

• Find out the reason for the flight delay or cancellation
• Get it in writing
• Get a refund or get the carrier to reschedule your flight
• Keep all your documentation
• Need to know more?

You’re at the airport, ready to go and just found out your flight is not leaving on time. What you do next can make the difference between a successful claim for compensation or a refund, and a long night on an uncomfortable airline bench.

To avoid you added pain we have put together some information that will help if you’re stuck at an airport, what you’re covered for, and what you’re not covered for and some added tips.

Step 1: Find out the reason for the flight delay or cancellation

If you think it could be more than just a short period of time, it’s worth finding out some information which can help if you need to make a claim, or claim compensation or a refund against the airline:

• How long the delay will be; and
• What is the reason for the delay.

 Traveller tip 1: if you are going to miss your flight because you’re just running late, that’s not an Insured Event. Under World Nomads policies, if an event is not specifically listed as an Insured Event, there is no cover for that event. Always make sure you read your Product Disclosure Statement (PDS) for a full description of the coverage, terms, conditions and exclusions that apply.

2. Get it in writing

Ask the service desk to give you evidence of why it was delayed.  Travel insurance covers certain events, so you’ll need to show it was one of these for any claim to be successful. If for example it’s because of bad weather, then ask them to put that in writing for you.  Some of our travellers report service desks have given them proof on letterhead paper at the airport on the spot – and if they can't get their customer service and complaints contact details and initiate contact on the spot

Step 3: Get a refund or get the carrier to reschedule your flight

If you have been out of pocket or incurred expenses because of the delay then your first port of call must be to seek compensation, help to rearrange or reschedule your plans or a refund from the airline or travel providers who have not been able to provide their services to you.  And yes – if you decide to claim against your travel insurance policy for any costs you've incurred, then you’ll need evidence you tried to get a refund first.  If you don’t have evidence, we’ll probably ask you for it which may delay any claim you make. We suggest you approach your airline or travel provider first. 

Note: In Australia you have rights under consumer protection legislation called the consumer guarantee in certain circumstances if your flight is delayed or cancelled. These are enshrined in the Montreal Convention which applies to residents from many countries. You must accept any reasonable alternative options offered by the provider.

Step 4: Keep all your documentation

If you’re still out of pocket after contacting your airline or travel provider for compensation, you can make a claim under your travel insurance.  We will consider all the information available to use and may a decision on your claim.  As part of that process, the more documentation you have to show you have incurred expenses because of a covered event, the more easily and quickly we will be able to determine your claim.

Step 5: Need to know more?

This information may help if things go wrong, and you want to make a claim. All travel insurance plans are different, and cover will vary, depending on what’s happened, your Country of Residence, the plan you choose and any options or upgrades you buy. Your PDS will always have the full details of what you’re covered for.

If you have any further questions about what’s covered and not covered, just ask us.

Note: If your flight has been delayed or cancelled, or you’ve missed your connection, your airline or transport provider should always be your first phone call. You must make every reasonable effort to contact your travel providers as soon as possible to seek compensation or offers to rearrange or reschedule your plans. When applicable you should exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us.

Flight delayed or cancelled - What's covered?

You may be covered for reasonable and necessary additional expenses, such as transport and accommodation costs, if:

• you’re directly involved in a motor vehicle, railway, air or marine accident causing you to miss your flight
• your flight is delayed due to severe weather, natural disaster, hijacking or strike, including if it causes you to miss a connecting flight.

By ‘reasonable’ we mean the standard of transport or accommodation you were booked to use. If you had an economy class ticket on a flight you’ve missed, you can’t upgrade yourself to business without being able to prove that it was reasonable to do so in the circumstances.

Check your plan’s policy for the benefit limits trip interruption expenses - benefit limits vary between the Standard or Explorer plan

In many cases, if you miss a connection or your flight has been cancelled, your airline may automatically rebook you. Before you travel, download your airline’s app, and refresh that as soon as you realize you’ve got flight issues. The one thing you do not want to rush to do is buy a new flight.

Check out our cancellation travel insurance What’s covered article to find out what you may be covered for in case you need to cancel your trip.

Traveller tip 2: In many cases flight delays or cancellations have been caused due to strike action. If you would like to know what you may be covered for in case a strike leaves you stuck at the airport read our Help Centre article – Does travel insurance cover strikes?

What to know if you’re making a claim for a missed, or delayed flight

If you end up stuck at in an airport due to a cancelled or delayed flight and you intend to make a claim for unexpected and unavoidable expenses. Some documents you may need to submit include:

• Notice from the travel supplier or carrier confirming the reason, timing and duration of the unexpected event causing the delay, cancellation or interruption; any compensation or offers made to you; and confirmation of your claim and settlement with them, if applicable
• Evidence of any accident such as documentation from an official body in the country where the accident happened: e.g. a police and/or relevant transport authority report
• Documentation to confirm your travel itinerary, vouchers or e-tickets
• Valid documentation from your travel supplier, event organiser or education provider
• All itemised and receipted expenses.

See our article on how to make a claim for more information.   

What’s not covered

Travel insurance is not designed to cover everything, so take the time to read the terms, conditions, limits and exclusions in the PDS, particularly in the sections of cover that describe cover for 'cancellation' and 'trip interruption' so there are no surprises if you do need to use it.

Remember, if your airline offers you an alternative flight/transport, you are expected to take it, otherwise your cover may also be limited. You will  need receipts for any expenses you plan to claim for.

Here and the main things that aren’t covered:

• Any expenses for delays, rescheduling or cancellation of scheduled public transport. services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike (e.g. overbooking or change of schedule). Compensation should be sought directly from the carrier in these situations.
• Any claim where you haven’t allowed for the minimum check-in or transit time or at least three hours for check-in and transit, whatever is longer OR if your travel provider officially requires more than three hours then you must allow for this.
• Any reason for the delay or missed flight not listed as a covered event, e.g. you missed your fight because of heavy traffic on the way to the airport.
• A loss arising from a change of mind, disinclination or reluctance to travel.
• A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the Australian Government (see smartraveller.gov.au).
• Delays caused by expected and foreseen events that have been widely covered by the media and through official government channels.
• Costs that are unnecessary or extravagant.
• Expenses that are covered by your carrier.

Handy tips if your plans are affected by a delayed or cancelled flight

If you think your travel plans might be affected, you should:  

1. Contact your airline or tour operator to check if any travel services are affected. 
2. If you need to change your travel arrangements, contact your airline, accommodation provider, or travel agent for assistance in the first instance. 
3. Allow more time if you know there are strikes occurring that may cause delays but not prevent you from travelling.
4. If you can use eGates then do so, as this may give save you time and alleviate further delays for other passengers.
5. Checking in online in advance of arriving at the airport will also reduce potential waiting times for travellers.
6. Keep in mind that other ad-hoc events can have further impact on delay times (i.e. weather, increase in passenger numbers etc).

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your PDS in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us.