Photo © Warren Gold Swain/IStock

What to do if you’re hurt in an accident

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1. Safety comes first

If you are seriously hurt during your overseas holiday, then make sure you attend a local medical centre or hospital immediately to receive medical attention.

2. Seek medical attention

If you’re experiencing an emergency our 24/7 Emergency Assistance Team can advise you of the nearest medical facility if you are unsure where to go, or if you need help navigating a foreign language.

Once you’re able to contact our 24/7 Emergency Assistance Team, please be ready with the following:

  • Your policy number
  • A contact number for where you are now
  • The nature of your problem
  • Your location.

Once you’ve been admitted to hospital or reviewed by a doctor in a medical centre, you’ll need to contact our 24/7 Emergency Assistance Team to update them on your situation. If you are hospitalised or if your treatment expenses as an outpatient are likely to go above NZD$2,000, then our Emergency Assistance Team will liaise with the hospital on your behalf to arrange payments.

For injuries where treatment costs are not expected to exceed NZD$2000, you pay all your medical fees, and then submit all your receipts to our claims department for reimbursement.

3. Get it in writing

If you’re injured and wish to claim for your medical expenses, always remember to collect as much supporting documents as possible. Some examples of documentation that you may need to provide include:

  • Treating doctor’s report stating how the injury occurred and the diagnosis.
  • Hospital admission report.
  • Report from the emergency medical transport service (if taken to hospital by ambulance or helicopter).
  • Medical imaging reports from any scans or tests that were conducted.
  • If the police attended the scene of your accident, ask them for a police report.
  • Medical centre or hospital invoices showing a list of the individual costs associated with your care and treatment.

4. Hold on to your receipts

Make sure you retain all your receipts if you intend on claiming for medical expenses. This includes receipts for any pharmaceutical products that you purchased in relation to your injury. If you cannot provide receipts to substantiate your treatment expenses, then your claim may be dismissed, or any payments that you do receive might not be for the full amounts.

It’s always a good idea to keep all documentation relating to your holiday in general, not just for your accident. As well as medical receipts, make sure you keep your itinerary, correspondence from airlines or hotels regarding cancellations, as well as all hospital, police, and doctor’s reports.

5. Need to know more?

Always read your Policy Document carefully so that you will be clear about the terms and conditions, limits, exclusions, and benefits of your plan. Our Standard and Explorer plans both have different levels of cover. It’s your responsibility to know the details of your policy, including what is and what isn’t covered, in case you need to make a claim. Your Policy Document will always have the full details.

If you have questions about what's covered and not covered, just ask us.

How does my travel insurance policy help me in an emergency?

Travel Insurance Benefits: how we can take care of you

Trip Cancellation

Protect your trip from unexpected cancellation.

  • Explorer Plan: Unlimited
  • Standard Plan: $5,000
Trip Protection
  • Unexpectedly hospitalised?
  • Travel buddy unfit to travel?
  • Close relative suddenly dies?

We’ve got your back.

Emergency Medical Overseas

Take the pain out of medical costs.

  • Explorer Plan: Unlimited
  • Standard Plan: $5,000,000
Emergency Medical Insurance
  • Need meds quick?
  • Accidentally injured?
  • Suddenly sick?

We’ve got your back.

Emergency Medical Transport

We'll get you to hospital in a flash

  • Explorer Plan: Unlimited
  • Standard Plan: $500,000
Evacuation and Repatriation
  • Banged up abroad?
  • Need a hospital urgently?
  • Medivac home?

Help starts here.

Protect your gear

Cover your stolen or damaged gear and tech.

  • Explorer Plan: $10,000
  • Standard Plan: $2,000
Protect your gear
  • Passport or tech stolen?
  • Airline lost your gear?
  • Bags delayed?

Help starts here.

  • Overseas Medical Expenses
  • Emergency dental treatment
  • 24 hour assistance
  • Emergency medical transport & repatriation
  • Cancellation costs
  • Trip interruption costs
  • Compassionate emergency visit home
  • Resumption of trip
  • Theft or accidental damage to baggage and personal items
  • Baggage delay over 12 hours
  • Funeral expenses overseas or repatriation of remains
  • Personal liability
This is a general summary for New Zealand residents only. Restrictions, exclusions and limitations will apply. Benefit limits may vary depending on the plan chosen. Check the policy documents for full details.

24/7 emergency assistance

If you need medical assistance or emergency medical evacuation our team is available 24 hours a day, 7 days a week, 365 days a year before and during your trip.

Are you in need of emergency assistance right now?

From New Zealand & Overseas:
+61 2 8263 0470 or
+61 2 8292 1470
(reverse charges via an operator from anywhere in the world)

Within Australia (Free call): 1800 611 210

Travel insurance. Simple & flexible.

Travel insurance for independent travelers and intrepid families. Nobody wants to think about all the things that could go wrong on their trip, but these things can and do happen. So be prepared and get your travel insurance today.