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What to do if your passport is stolen

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If your passport is stolen while you’re on your trip, follow this guide on what to do next. Rest assured knowing that our policies may help cover your extra costs while you arrange an emergency replacement passport.

Here’s what you need to do:

1. Report the incident immediately

Report the incident to the relevant authorities and make sure you get a report from them. Relevant authorities may include:

  • The local police.
  • The nearest New Zealand embassy, High Commission or consulate (the New Zealand Government may also accept online notifications).
  • For visas and passports from other countries – contact the relevant embassy.
  • Any other relevant parties, such as the airline, hotel or tour operator.

Important: For some countries, it may be an offence not to report the loss or theft or your passport as soon as you learn of the loss. It may also affect your travel insurance cover if you don't report it immediately. Contact us if you need help.

2. Arrange a replacement or emergency passport

Check the process to apply for an emergency or replacement passport with the nearest New Zealand embassy. To organise a replacement, you may need:

  • a passport photo,
  • ID (driver's license or expired passport),
  • evidence of citizenship (photo of your missing passport),
  • your e-tickets or itinerary,
  • You may also need a police report.

If you need to travel to a different location to apply in person or collect your emergency passport, you should arrange to do this.

3. Rearrange or cancel any affected travel arrangements

As soon as you know that any of your travel plans are going to be affected, contact any accommodation, tour, transport and other providers to rearrange or cancel any plans you may have.

Make sure you get confirmation from them in writing of the changes or cancellation and keep receipts and details of any refunds or extra fees paid.

4. Keep your receipts

You'll need to keep all official reports you were given and all original receipts as evidence to support a claim on your travel insurance policy, including your itineraries and booking and cancellation confirmations for any affected transport, accommodation and additional expenses.

In the event of a claim, provide all your supporting documentation such as receipts.

5. Will my travel insurance cover the cost of replacing my passport?

Our policies may cover you for the official processing fees to replace your passport if it got lost stolen or was accidentally damaged.

If your trip is interrupted as a result of your passport being stolen, if it got lost, stolen or was accidentally damaged, we may cover you for reasonable and necessary additional travel and accommodation expenses incurred to replace these items. You can find more information in the Policy Document.

6.Need to know more?

If you have any questions about what's covered and not covered, feel free to contact us.

7. Passport-safe tips

  • Always keep a copy of your passport in some form – whether that’s a photocopy or a photo on your device(s). Play it safe and have copies in multiple forms.
  • Travel with some spare passport-sized photos just in case
  • Lock up your passport when you’re not using it
  • Emergency passports do not permanently replace your passport. They can be issued quickly with limited validity so you can return home or continue with your trip.

This is a summary only. It does not include all terms, conditions, limitations and exclusions of the plans described. Please carefully read your Policy Document for a full description of coverage. If you have any questions, please get in touch.

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.

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

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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.