Advice for lodging your claim

We are currently dealing with a significant increase in claims and it can take up to 30 days to process your claim.

Please read below as the more evidence you can provide at the time of lodging your claim, the better, as this will help speed up the process and not require us to make additional contact to obtain further documentation.

If your claim includes;

Delayed or cancelled flights

When a flight is delayed or cancelled by the airline due to a fault of their own, i.e. For mechanical issues or staffing shortages, the onus is on the airline in the first instance to provide you with compensation. If, however, it is a weather disruption beyond the airline’s control, there is a provision to claim for the disruption.

For any claims submitted in either case, we require confirmation from the airline of the reason for the delay and the compensation, if any paid. Where an airline is unwilling to provide any compensation, we also require evidence, such as a letter or email confirmation from the airline.

Lost or delayed baggage claims

First and foremost, you must contact and seek compensation from the airline, even if you have travel insurance.

If the airline admits to the loss of checked baggage or if the checked baggage had not arrived at the expiry of 21 days from when it was due to arrive, you have the right to seek compensation from the airline under the Montreal Convention of 1999.

Once you have received an outcome from the airline, if you have not received the total amount you claimed from the airline, you have a provision to claim for the difference. At this point, you should submit a claim with Allianz Partners, inclusive of all the relevant documentation from the airline, detailing what was covered and what was not covered, providing receipts and as much proof of purchase as possible.

Proof of purchase/ownership for lost or stolen luggage

For claims relating to lost or stolen luggage and items, we require proof of purchase or ownership. Proof of purchase can be in the form of, but not limited to, receipts, bank/visa statements, warranties, photos etc. It is important to note that photos are not accepted for some items, such as electronic or high-value items – typically goods that have a value in excess of $250.

We understand that the traveller may not have receipts for all items; however, they do need to provide some proof of ownership.

A Covid-19 Claim

If you are overseas

Whilst abroad, it is important to note that you should abide by the destination country’s local Covid-19 isolation rules.  For example, if you test positive for Covid-19 while travelling abroad and the destination has limited or no isolation requirements, we expect that you will act in accordance with those requirements. If there are no Covid-19 related isolation requirements in the country you are travelling in, but you are too sick to complete or continue your journey, you will need to provide a medical certificate from a Registered Medical Practitioner to support your claim (just as you would for any other medical related travel disruption claim).

However, if you test positive for Covid-19 in your destination country and you are required to isolate under current local Covid-19 isolation rules, and cannot complete your travel, then you should, in order to have a provision for claim, obtain and submit as evidence the below documents, including but not limited to:

  • A medical certificate from a Registered Medical Practitioner stating how long you are medically unfit to travel for


  • A dated supervised RAT or PCR test detailing a Covid-19 positive result in your name. (Large towns and cities abroad typically have Travel Health Clinics that offer supervised RAT tests).


  • Evidence of the isolation requirements in the destination country you tested Covid-19 positive in.


If you are denied boarding based on the suspicion that you have an Epidemic or Pandemic disease (please refer to the Policy Wording as a daily limit and maximum benefit applies), in order to have a provision for claim, you need to provide the below documentation as evidence, but not limited to:

  • Written dated confirmation from the public transport provider detailing your denied boarding and the circumstances.

It is important to note that Allianz Partners recognises that the Covid-19 environment and the global response have changed.  Everyone’s situation is unique, and we will reasonably assess every claim with individual merit.

If you cannot fulfil the required evidential documentation detailed above, you need to be aware that it is your responsibility to provide as much information as possible that may support your claim.  This may include logical date and location-sensitive, behavioural evidence supporting your claim.

As with any insurance policy, it is the your responsibility to prove you experienced a claimable event. We cannot accept any claims without sufficient evidence.

All claims must be of a reasonable nature, meaning a level comparable to the same nature and class as booked for the rest of your journey.

A single photo of a positive self-RAT test is not considered sufficient evidence.  Below is an example of a recently accepted successful claim which was submitted without our preferred evidence:

  • Five iPhone photos of RAT self-tests from five days of being ill with Covid.

  • Each RAT test had a different serial number.

  • Each photo had evidence of the date and location it was taken at so we could see that it matched the insured's claimed dates.

  • A copy of a receipt for over-the-counter cold and flu medications.

Understandably we do not offer pre-approvals for any travel disruption claims, as we need time to assess all the relevant documentation and its variables.  Typically for all travel disruption-related claims, you would pay in advance and then submit a claim with the required documentation.

If you are unsure at any point in time, please call our Customer Care team or our 24/7 Emergency Assistance service for advice and guidance on your unique situation.

Pre-departure Travellers

Before departing New Zealand, if you test positive for Covid-19 and you are required to isolate due to the New Zealand government’s local Covid-19 isolation rules, and you cannot commence your travel, the below evidence will be accepted:

  • A self-RAT test recorded on New Zealand's My Covid Record/My Health Account/Ministry of Health Covid-19 website at the time of testing.

There is no cover for lockdowns, changes in government alert levels, quarantine or mandatory isolation applying to a population or part of a population. As with any travel insurance, disinclination to travel due to fear or change of mind is not covered.

Terms, conditions, limits, sub-limits and exclusions apply and customers considering purchasing a travel insurance policy should read the Policy Wording to check what is and isn’t covered.

Claims portal attachments

The claims portal is the best way to lodge leisure and business policy claims.

Please ensure that all receipts are attached as individual files, i.e. pdf, jpg, gif, png and not embedded in an attached email or located in a drop box/google drive.

If an email with attachments is submitted, then any attachments to that email will not pull and appear with the claim, thus delaying the claim further, as a new copy of this documentation will be requested.

Alternatively, all documentation can be emailed to:


Our customer care team are based right here in New Zealand and more than happy to help if you have any questions. We also provide access to 24/7 worldwide emergency assistance in case something crops up during your trip, no matter where you are in the world.

call us icon Phone Us 

For general enquiries, call us on 0800 630 115

We're available Monday to Friday, 8:30am-5pm

email us icon Email Us

email us icon Mail Us

PO Box 33313

Emergency trip assistance

Within New Zealand:

  • 0800 630 115, 8:30am - 5pm Mon-Fri
  • +64 9 486 6868 after hours

Global: +64 9 486 6868

If you need emergency assistance while you are travelling, contact the Emergency Assistance team as soon as it is possible to do so safely if you:

  • Are about to be admitted to hospital
  • Have had your luggage, travel documents, or money stolen. For credit cards, please contact the credit card company to cancel them immediately.
  • Need to urgently change your travel plans or shorten your journey.

When you call, you'll be asked for:

  • Your name
  • Your Policy Number and policy type (for example AA Travel Insurance Comprehensive plan)
  • A contact phone number (including area code)

Our insurance partner

AA Travel Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA), are issued and managed by AWP Services New Zealand Limited trading as Allianz Partners and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia) ("Hollard"). You should consider the Policy Wording before making any decisions about this insurance policy. Terms, conditions, limits, sub-limits and exclusions apply. 

Financial Strength Rating

The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia), ("Hollard"), has been given a financial strength rating of A (Strong) issued by Standard and Poor's. View the full details on the Financial Strength Rating.

An overseas policyholder preference applies. Under Australian law, if The Hollard Insurance Company Pty Ltd is wound up, its assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on The Hollard Insurance Company Pty Ltd’s Australian assets to satisfy New Zealand liabilities.

Financial advice

The New Zealand Automobile Association provides general information about AA Travel Insurance products and services so that you can make a choice that best meets your needs. Information provided does not take into account your personal circumstances, needs or goals and is not intended to be financial advice. If you'd like to receive financial advice, you can get professional advice from a registered financial adviser.

More information

Policy Wording
Make a claim
Terms and conditions
AA Traveller Member Benefits

*AA Members can receive a 10% discount on AA Travel Insurance. Simply provide each traveller’s valid AA Membership number on application. Discount applies to AA Member cover premium, including any additional pre-existing cover, but does not apply to additional cover for high value items.