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What to do if your luggage is delayed

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1. Report the delay to your carrier immediately

Once you realise that your baggage has been delayed, speak with a representative from your carrier (usually your airline) to report the delay. Ask them for a Property Irregularity Report (PIR) or another official document. The report should state the reason for the delay as well as the date and time that your luggage is estimated to arrive.

Ask the carrier for some financial assistance to help you buy some everyday items such as toothpaste, deodorant, or new underwear while you wait for your bags. If they refuse your request, then ask them to put the reason for their denial in writing to you. You must include this letter or report with your other documentation when submitting your claim for essential items.

2. Obtain receipts for any purchases

If you need to buy a few essentials to make life more comfortable until your bags arrive, then you’ll need to keep copies of your receipts should you wish to claim for these expenses.

Cover for essential items is only offered to travellers whose luggage is delayed for at least 12 hours after their scheduled arrival. If your luggage is returned to you within 12 hours of arriving, you cannot claim for essential items.

Therefore, only receipts showing a date and time which is at least 12 hours after your scheduled arrival, and before the delivery time of your luggage, will be covered.

3. Obtain a final report

After you get your bags, ask your carrier for a report stating the reason for the delay, the length of the delay, as well as the date and time the luggage was returned to you.

A few points to consider if you wish to claim for essential items

Before you rush out to your favourite designer’s shop to buy this season’s must-haves, please remember that only reasonably necessary items may be covered under our policies. Some examples could include toiletries, prescription medications or new underwear.

These are items to help you stay clean, fresh, and comfortable until your baggage is returned to you.

There is no cover for essential items if your luggage is delayed on your return home to New Zealand.

Both our Standard and Explorer plans have different daily limits of cover. Please read through your Policy Document to make sure you’re aware of the limits, benefits and exclusions that relate to your policy.

4. Need to know more?

This information could help you 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 terms and conditions, limits, and exclusions that apply.

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

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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?
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Emergency Medical Overseas

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Emergency Medical Insurance
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Emergency Medical Transport

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Protect your gear

Cover your stolen or damaged gear and tech.

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Protect your gear
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  • Bags delayed?

Help starts here.

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  • 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

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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.