Do you cover medical costs upfront or do I have to pay and claim later?

For information relating to policies purchased prior to 18 May 2022, please check the Policy Document provided with your purchase. You can contact us if you need this sent to you again. For policies purchased on or from 18 May 2022 please see below.

Who pays depends on what’s happened!

  • When you should pay upfront and claim back: If the total cost of your medical treatment is unlikely to exceed NZD$2,000, you'll pay for medical expenses and make a claim for reimbursement.

  • When we will pay: If the total cost of your medical treatment is likely to exceed NZD$2,000, you 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 24/7 Emergency Assistance team will coordinate payment directly with the hospital wherever possible, provided cover under the policy has been confirmed by us.

It's important that you must let us know as soon as possible of any expenses as 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.

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.

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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