FAQs

Frequently Asked Questions

Who is eligible for this insurance?

This insurance is only for overseas travel from and back to New Zealand. To be eligible for this insurance you must be a New Zealand citizen or permanent resident and intending to return to New Zealand to live at the end of the journey.

You must hold a current and valid hotpoints Gold Visa, hotpoints Platinum Mastercard, hotpoints BusinessPLUS Mastercard, hotpoints World Mastercard, Airpoints Platinum Mastercard, Airpoints Business Mastercard, or Airpoints World Mastercard, and meet the activation criteria described in the policy wording. You can confirm that you have met the activation criteria by completing the activation questionnaire.

Your accompanying Spouse and / or dependent children may be insured but must be departing and returning with you and following the same general itinerary. Family members who are travelling on different itineraries may be covered in their own right if they hold a joint or additional card and satisfy the activation criteria using their card (please complete a separate eligibility questionnaire).

Please note that Benefit 11 - Accidental death and disablement (common carrier) has additional activation criteria, over and above the eligibility and activation criteria for the rest of the policy.

Is there an excess on each claim?

Yes, you must pay the first $200 for every claim event under:

  • Benefit 1 - Cancellation of travel;
  • Benefit 2 - Overseas medical and associated expenses;
  • Benefit 3 - Unexpected travel and accommodation expenses;
  • Benefit 4 - Death of a relative and resumption of journey;
  • Benefit 5 - Luggage, personal effects and travel documents;
  • Benefit 7 - Missed connection;
  • Benefit 14 - Rental vehicle collision damage and theft excess cover; and
  • Benefit 15 - Personal liability.

Only one excess applies if you make more than one claim as a result of a single event. If you claim for two or more separate unrelated claim events two excesses shall apply. If a family claims, only one excess shall apply to each claim event.

Am I covered if I don't have a return ticket?

No. In order to be eligible for cover you must hold a return travel ticket for your travel before you depart New Zealand that shows a return date within the maximum duration of cover which is 35 days for Gold Visa cards, hotpoints Platinum Mastercards, hotpoints BusinessPlus Mastercards, Airpoints Platinum Mastercards, Airpoints Business Mastercards; and 120 days for hotpoints World Mastercards and Airpoints World Mastercards.

Does this policy provide cover for medical expenses?

Yes, however there are some limitations on medical cover, including:

  • There is no automatic cover under this policy for any event that is caused by or arises as a result of any pre-existing medical condition.
  • There is no automatic medical cover if you are 75 years or older as at your departure date from New Zealand.
  • There is no¬†automatic medical cover if you are participating in snow sports during your trip.

Check the 'Policy Information' pages for information about purchasing additional medical cover.

Are Pre-existing medical conditions covered?

No, pre-existing medical conditions are not covered unless we have assessed and accepted your conditions and you have paid the applicable premium. To apply for cover please complete an eligibility questionnaire. A separate application is required for each and every trip and the results of our assessment and the required premium can change between different assessments.

Is pregnancy covered

There is no cover for pregnancy or childbirth of yours, your relative, business partner or traveling companion. This exclusion does not apply where costs are incurred because of your unforeseeable medical complications or emergencies which occur before the 26th week of your pregnancy.

Is pregnancy a pre-existing medical condition?

We do not consider uncomplicated pregnancy to be a pre-existing medical condition and you cannot apply to cover pregnancy. Medical complications relating to pregnancy, such as diabetes in pregnancy, are considered pre-existing medical conditions and you can apply to cover such medical complications. In the event that such complications are covered, such cover remains subject to normal policy terms and conditions and is therefore only in force up to the 26th week of your pregnancy.

Can my spouse who also has a card be covered if he/she is traveling on a different itinerary?

As long as $1000 in prepaid travel expenses has been charged to one of the joint/additional cards held by the couple (or $500 for travel purely within Australia or the South Pacific) then the prepaid spend requirement* will be deemed to have been met, regardless of which physical card was used for the transaction(s).

We consider cardholders in these situations to be covered as individuals in their own right (subject to meeting other eligibility criteria such as trip duration) and cover can extend to include dependent children as long as they are accompanying one of the cardholders for the entire duration.

*Airpoints World Mastercards only require pre-paid expenses to be charged to the card for business related travel. The card must be held at the time travel is booked, see policy wording for more details.

I am travelling on stand-by tickets. Does this count as a return travel ticket for activation purposes?

If you hold a stand-by ticket for your return travel that is dated within the standard duration of cover for your card type at the time you depart New Zealand, then you will be considered by us as having satisfied the return ticket requirement. However, the maximum journey period will still apply and you will have no cover under the policy if your trip exceeds the standard duration of cover as a result of your stand-by ticket status.

This means no claims will be paid even if the loss occurred within the standard duration of cover.

In addition there is no cover for any costs or losses arising from any itinerary changes arising directly or indirectly from your holding a stand-by ticket.

I am travelling for longer than the standard period of cover afforded under my card, will I be covered?

For details about maximum age limits and applications to cover trips of longer duration, please click here.

Does the policy have age limits?

For details about age limits applying to the policy please click here.

I am travelling to take part in an international sporting competition. Will I be covered under the policy?

There is no cover under the policy for professional sporting activities. If you are being paid for your involvement, or there is any prize money involved in the competition, or you have been selected to represent a national sporting body, then we consider the activity to be professional. Racing (other than on foot) is a general exclusion under the policy and other hazardous sports are also excluded.

Please contact us for individual consideration on 0800 465 322 if you are unsure whether the sporting competition you are planning to participate in might be considered professional.

Is sporting equipment covered?

There is no cover for loss or damage to sporting equipment whilst in use. Items are subject to normal terms, conditions and exclusions under Benefit 5 "Luggage, Personal Effects and Travel Documents" whilst not in use.

Can I specify sporting equipment under the policy?

No. Sporting equipment cannot be specified under your policy.

On my trip I am going skiing (or snowboarding), does my policy cover me for this?

Skiing or snow boarding within the designated boundaries of a commercially operated skifield can be covered for an additional premium. For more information click here or you can complete an eligibility questionnaire and we will provide a quote.

Skiing or snowboarding outside the designated boundaries of a commercially operated skifield and ski racing always excluded.

I normally live in a country other than New Zealand - can I activate my travel itinerary living outside of New Zealand?

No. This policy only covers trips starting and finishing in New Zealand. In addition, you must be residing in New Zealand and returning to New Zealand to live at the end of your journey.

I have changed from one card type to another after I have started paying for my trip, what cover am I entitled to?

Your cover is always based on the card you hold at the time your trip starts (or the card held at the time a claim event occurs for the purposes of pre departure cancellation claims).

If you have changed card types, any pre-paid travel expenses charged to a hotpoints Gold Visa, hotpoints Platinum Mastercard, hotpoints BusinessPLUS Mastercard, hotpoints World Mastercard, Airpoints Platinum Mastercard, Airpoints Business Mastercard, or Airpoints World Mastercard held in your name, will count towards meeting the policy eligibility requirements.

Am I covered if I don't have a return ticket?

No. In order to be eligible for cover you must hold a return travel ticket for your travel before you depart New Zealand that shows a return date within the maximum duration of cover which is 35 days for Gold Visa cards, hotpoints Platinum Mastercards, hotpoints BusinessPlus Mastercards, Airpoints Platinum Mastercards, Airpoints Business Mastercards; and 120 days for hotpoints World Mastercards and Airpoints World Mastercards.

Can I activate my cover for domestic travel within New Zealand?

No. The cover applies to international travel not pure domestic travel.

There is a limited domestic baggage cover component when you are travelling domestically to your point of departure to leave New Zealand for overseas travel but there is no cover applicable to purely domestic travel.

Do I have to let you know when I am travelling to activate my cover?

No. There is no requirement to call us to advise when you are travelling. You will be eligible for cover when you have met the activation requirements subject to the terms, conditions and exclusions of the policy.

If you want to check that you have met the activation requirements or if you need confirmation documents for any reason you can do so by completing the online questionnaire.

Can you send me confirmation that I have activated my cover?

Yes, simply complete the online questionnaire and we will be able to email you a confirmation of cover  or you can print one directly from this site.

What is my policy number?

Your policy number is the first 6 digits of your individual credit card number.

Will my family be covered if I have paid for their trip on my card and I am not travelling with them?

No. Spouse and dependent children are only covered if they are accompanying a cardholder who has met the activation requirements for a cardholder travelling with their family. This means in addition to the activation requirements the family members must be departing and returning with, and following the same general itinerary as the cardholder.

Family members who are joint or additional cardholders may be eligible for cover in their own right subject to meeting the activation requirements, including sufficient pre-paid spend being charged to a card held jointly.

Am I covered if I take part in high-risk or adventure activities?

Most normal tourist activities that are provided, guided, or supervised by a local licensed commercial operator can be covered, however the policy is subject to an exclusion for hazardous activities or deliberate exposure to exceptional danger. "Hazardous activities" includes but is not limited to things like rock climbing, skiing outside the marked boundaries of a commercial ski field, white water rafting, bungy jumping and, some in some circumstances, scuba diving and motorcycling.

You should also note that under this policy and under New Zealand law, you have a duty to disclose to us any matter you know that is relevant to our decision to provide you with insurance, including any hazardous pursuits. Failure to comply with your duty of disclosure may impact any subsequent claim payment. If you are unsure if an activity you intend to take part in overseas is covered or needs to be disclosed, you should call us on 0800 465 322 to discuss your specific circumstances.

Am I covered if I am going on a trek?

Guided treks that are arranged by a licensed commercial operator following established trekking routes will be covered, however the policy specifically excludes mountaineering or rock climbing involving the use of climbing equipment, ropes or guides, and any trekking activity above an elevation of 3,000m. If you are unsure whether your trekking activities will be covered call us on 0800 465 322.

Do I have cover for travel to high risk locations?

You are not covered for travel into and within a location that is listed as an 'extreme risk' location on the Ministry of Foreign Affairs and Trade website www.safetravel.govt.nz. Provided you have activated correctly you will still be eligible for cover in other countries not listed as 'extreme risk'. All cover is subject to standard terms, conditions and exclusions of the policy.

If your intended location is upgraded to 'extreme risk' after you have activated cover under your policy but before your departure from New Zealand (or before entering the location, if you have already departed) you may have a valid cancellation claim under the policy. However, if you choose to travel to the country after it has been upgraded, the policy will not provide cover.

If the location you are in is upgraded to 'extreme risk' whilst you are in that location, or entering that location, then full cover will be in place provided you try and leave that location as soon as possible after you become aware of the upgrade. In all cases you should contact Travel Guard to discuss your cover options at the time.

Important Notice: From 17 August 2018 the risk level descriptions used by the Ministry of Foreign Affairs and Trade ("MFAT") on their website www.safetravel.co.nz have changed to the following:

  • Do not travel (formerly "extreme risk")
  • Avoid non-essential travel (formerly "high risk")
  • Exercise increased caution (formerly "some risk")
  • Exercise normal safety and security precautions (formerly "no significant security risk")

Your Westpac Insurances refer to travel cover restrictions where MFAT has issued an "extreme risk" advisory for the destination you are traveling to or already traveling within.

Please refer to your policy wording, in conjunction with www.safetravel.govt.nz, to consider whether your Westpac cover is adequate for your travel itinerary. For the purpose of your policy wording "extreme risk" means the same as "do not travel".

What is the definition of a rental vehicle for the purposes of this policy?

Rental Vehicle means a motor vehicle that is designed for road use, and to carry no more than eight (8) passengers including the driver and rented by you from a licensed motor vehicle rental agency. For the purpose of clarity, this does not include two (2) or three (3) wheeled vehicles, including but not limited to motorcycles or mopeds, or vehicles that are rented for commercial purposes.

What is Rental Vehicle Excess cover?

Benefit 14 "Rental Vehicle Collision Damage and Theft Excess Cover" covers the excess you become legally liable to pay in the event of a claim against your rental vehicle's insurance policy. It does not cover the vehicle itself. Please refer to the policy wording for a full description of cover.

How do you define "dependent children"?

The cardholder's (or the cardholder's spouse's) unmarried children who are primarily dependent upon the cardholder (or the cardholder's spouse) for maintenance and support and who are either under nineteen (19) years of age and living with the cardholder or under twenty-four (24) years of age while they are full time students at an accredited institution of higher learning. Dependent children includes the cardholder's step or legally adopted children.

Dependent children must be accompanying you throughout the entire duration of the journey.

The policy will not cover, for example, a scout group or a school trip where the cardholder accompanies children as a supervisor/care

How do you define Spouse?

Spouse means the cardholder's spouse or de facto partner of either gender with whom the cardholder has continuously cohabited for a period of three (3) consecutive months or more.

Can I buy additional cover to extend this insurance so other family members accompanying me (who do not fall within the definition of Spouse and/or Dependent Children) will be covered?

No. This insurance is available only to you and your Spouse and Dependent Children as defined in the policy. If members of your travelling party do not meet the definition of Spouse and/or dependent children they cannot be covered under the policy.

Am I covered if I am working overseas?

Business-related travel can be covered, provided you use your own (personal) card to activate cover. You can only be covered when working if the work you are doing is part of your current employment in New Zealand.

Please note that hazardous or manual work activities may not be covered under the policy and need to be disclosed to us prior to travel by calling 0800 465 322.

What is the Accidental Death and Disablement (common carrier) benefit?

This benefit provides a lump sum payment if you suffer death or disablement as a result of an accident while you are travelling on or in a conveyance, including boarding and alighting, during your journey.

This section of the policy has additional activation requirements, over and above the normal policy activation criteria. In addition to the normal policy activation criteria, you must have charged the full cost of your conveyance ticket (and that of any accompanying dependent child or spouse) to your applicable card.

If I have not met the requirements for Accidental Death and Disablement (common carrier cover) will this affect the rest of my cover under the policy?

No. While you will not be eligible for the benefit of "Accidental Death and Disablement (common carrier)" you can still be covered under your overseas travel insurance policy for all other benefits - including Benefit 9 "Accidental Death" - provided you meet the normal policy eligibility criteria.

I will be sailing ocean waters in a private yacht - is this activity covered?

Ocean yachting is specifically excluded. We consider ocean yachting any sailing that ventures beyond a distance of 12 nautical miles from land. This means we will cover yachting that is coastal in nature only, and for which the entire sailing itinerary remains within a distance of 12 nautical miles of land. There may however be specific attributes of your planned coastal yachting that should be disclosed as a hazardous activity. If you have any questions in regard to possible hazardous aspects of your itinerary that may trigger your duty of disclosure, please call us on 0800 465 322.

I am travelling with high-value items - are these covered under the policy cover for luggage and personal effects?

Luggage and personal effects are subject to a per item limit of $3,000. You can specify items over that amount (to a maximum of $10,000 for all specified items) for an additional premium.

This specified item extension will only increase the limit any one item, not the policy limit under Benefit 5 "Luggage, Personal Effects and Travel Documents".

If you would like to specify an item(s), complete a questionnaire and add cover for high value luggage

In the event of a claim, you will also need to provide proof of the value of the item such as a purchase receipt, or in relation to items of jewellery, a valuation of less than 12 months provided by a registered valuer.

When I specify items does the maximum amount payable under the section increase?

No. The maximum payable under Benefit 5 "Luggage, Personal Effects and Travel Documents" remains the same even if you nominate items for extended cover.

Am I covered for business related travel?

Business-related travel can be covered, provided you use your own (personal) card to activate cover. You can only be covered when working if the work you are doing is part of your current employment in New Zealand.

Please note that hazardous or manual work activities may not be covered under the policy and need to be disclosed to us prior to travel by calling 0800 465 322.

My medical screening shows a 'Linked Condition' what does this mean?

When you complete our pre-existing medical conditions questionnaire to apply for cover for your pre-existing medical conditions your results may show specific references to 'Linked Conditions' which you included in your declaration. These are conditions that are directly medically linked to those conditions declared by you on your application. Where you have a condition or set of conditions for which we are unable to provide cover, any conditions on your assessment outcome which are noted as 'Linked Conditions' will similarly be excluded from cover.