Looking out for you during COVID-19

Looking out for you during COVID-19

The COVID-19 pandemic has impacted all of us, and we understand that life has changed for many of our customers. We will continue to be here for you.

At all COVID-19 Alert Levels, essential services remain up and running. Insurance is classified as an essential service, and our teams are set up to work remotely when required. This means at any Alert Level, we’re available to help.

Please click the sections below for information on:

  • payments and financial hardship;
  • how to get in touch with us;
  • our service under each Alert Level;
  • and Travel insurance.

Are you experiencing financial hardship or finding it difficult to pay your premiums?

We know this is a challenging time for many New Zealanders and many New Zealand businesses. We have a range of ways to help customers save on premiums, so you can stay insured and protected. We may also be able to help if you can’t afford your excess and you need to make a claim.

If you’re experiencing financial hardship due to COVID-19, please fill in this form and we’ll be in touch with you within five working days.

Request financial hardship assistance

My financial situation is uncertain, so I need to cut back on expenses. How can I reduce my premium and still have cover?

Each customer’s situation is unique, so we offer a range of tools to support customers who are having difficulty paying their premiums or claims excesses. These tools can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. These include making changes to your excess, policy types and cover.

Some things you could consider include:

  • Opting for a higher excess as this may lower your premium
  • reviewing the optional add-ons to your insurance to ensure they are still relevant for you
  • Changing the type of cover you have
  • Reviewing your eligibility for discounts
  • Changing your payment frequency.

For more information on ways to save on your insurance premiums, click here.


I am expecting a payment from you. How will this be paid?

If we need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account, where possible. This will ensure you get your payment safely, conveniently and as soon as possible.


I’m not driving my car as much. Can I get a discount on my car insurance?

We regularly review our pricing to ensure you pay a fair and appropriate amount for your insurance. Pricing is based on a number of factors and not all risks of car ownership are associated with driving. Other factors which impact on pricing include where you live, your vehicle type, the frequency of car claims in New Zealand and the cost of those claims.

If you’d like to reduce the amount you’re paying, please get in touch. We have a number of options available that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.


There are many ways to reach us and get things done:

  • You can do loads of things online, including getting a quote and purchasing a new policy.
  • For personal insurance customers, use your My State online account. It's available 24/7, and you can do things like make payments, submit claims, and renew policies. Learn more about My State.
  • Chat to us on Facebook 9am-5pm Monday to Friday.
  • Email us.
  • Call us on 0800 80 24 24. Our contact centre hours are 8am - 6pm Monday to Friday and 9am to 6pm weekends and public holidays.
  • If you need to get in touch outside of these hours, our afterhours team will be able to help with claims emergencies or critical safety repairs, such as ensuring homes remain habitable and safe.
  • There are many ways you can make a payment.

Service



Claims

  • You can start a claim online, login to your My State account or give us a call on 0800 80 24 24.
  • Claims and repairs can proceed. Extra safety measures may be in place, such as hygiene practices, social distancing and contact tracing.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • There may be some delays, particularly if parts or supplies are coming from overseas.
  • If you’ve made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My State online account.

Service

  • The majority of our people are working remotely and are available to help you. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.
  • There are many ways you can get things done. Find out more.
  • Need some extra support? Let us know.


Claims

  • You can start a claim online, login to your My State account or give us a call on 0800 80 24 24.
  • Claims and repairs should be able to proceed. Most businesses are open with extra safety measures in place, such as hygiene practices, social distancing and contact tracing.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • There may be some delays, particularly if parts or supplies are coming from overseas.
  • If you have repairs scheduled and your repairer needs to reschedule, they will contact you.
  • For personal insurance customers, you can track your claim status through your My State online account.

Service

  • Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.
  • There are many ways you can get things done. Find out more.
  • Need some extra support? Let us know.


Claims

  • You can start a claim online, login to your My State account or give us a call on 0800 80 24 24.
  • Some claims assessments and repairs may be able to proceed with extra safety measures in place, such as hygiene practices, social distancing and contact tracing.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • There may be some delays, particularly if parts or supplies are coming from overseas.
  • If you have repairs scheduled:
    • and your repairer needs to reschedule, they will contact you;
    • or you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • For personal insurance customers, you can track your claim status through your My State online account.

Service

  • Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.
  • There are many ways you can get things done. Find out more.
  • Need some extra support? Let us know.


Claims

  • You can start a claim online, login to your My State account or give us a call on 0800 80 24 24.
  • We are only able to carry out assessments and repairs required to maintain essential services, such as maintaining vehicles used to provide essential services or ensuring homes remain habitable and safe.
  • If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.
  • Where urgent property repairs are required, you will be asked health and safety questions, and our repairers will make the property safe and habitable. Full repairs may not be completed until restrictions have been removed.

COVID-19 updates for State Travel Insurance customers (backed by Cover-More)

As New Zealand takes steps to manage the spread of COVID-19, there is some important information that you should be aware of which relates to travel.

For the most up to date information on travel advice from Cover-More, click here. It’ll be updated as the situation evolves.

Background

The New Zealand Government is now advising that New Zealanders do not travel overseas at this time due to the outbreak of COVID-19, associated health risks and travel restrictions. There may be a higher risk of contracting COVID-19 overseas.

You may come into close contact with more people than usual, including during long-haul flights and in crowded airports. Healthcare systems in some countries may come under strain and may not be as well-equipped as New Zealand’s or have the capacity to support foreigners.


Where do I find the latest New Zealand Government advice?

For up to date information on the latest travel advisories in place, please visit this website.


I am overseas and need emergency assistance – what number do I ring?

For 24/7 emergency assistance call direct and toll free from:

  • Australia: 1800 810 095
  • United Kingdom: 0808 234 4360
  • United States: 1866 894 5264
  • Canada: 1877 416 3486
  • All other countries: +64 (0) 9 300 8580

I have an active State Travel Insurance Policy issued on or before 9 September 2020 – what costs are covered in respect of COVID-19?

If you have been directly affected by this event, there may be provision for you to claim for benefits provided by your Travel Insurance policy.

Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.

For all policies issued on or before 9 September 2020

Costs that are covered by your policy for travel

If you incur medical expenses as a result of contracting COVID-19, these, and any associated additional expenses may be covered up to the benefit limit. Our Claims Team will consider MFAT travel advice in place at the time you purchased your policy and where you chose to travel to.

You must take all reasonable steps to mitigate your out-of-pocket expenses and we encourage you to speak with your agent, broker or transport provider as soon as possible to minimise these expenses.


I have an active State Travel Insurance Policy issued on or before 9 September 2020 – what costs are not covered in respect of COVID-19?

Costs that are not covered by your policy for travel:

  • Travel arrangements that have already been utilised
  • Cancellation or amendment costs
  • Additional costs incurred in returning home
  • Additional expenses – If a relative or your business partner becomes sick
  • Other circumstances (please refer to Section 2, Section 3, Section 8, and the General Exclusions of the Policy Wording for further details)

You must take all reasonable steps to mitigate your out of pocket expenses and we encourage you to speak with your agent, broker or transport provider as soon as possible to minimise these expenses.


I have an active State Travel Insurance Policy issued on or after 10 September 2020 – what costs are covered in respect of COVID-19?

State Travel Insurance Policies issued on or after 10 September 2020 do not provide cover for claims directly or indirectly arising from or caused by COVID-19, including the threat or perceived threat, of COVID-19. Please view your Policy Wording and any Policy Wording Endorsements for more information, or contact the Cover-More Customer Services Team by email or on 0800 500 325.


I have an active single trip State Travel Insurance Policy issued on or after 28 October 2020, and I am travelling domestically in New Zealand or to Australia – what costs are covered in respect of COVID-19?

  • Medical cover (up to the policy limit) if you* are diagnosed with COVID-19 whilst on your trip.
  • Reasonable additional accommodation or transport expenses if you* or your* travelling partner are diagnosed with COVID-19 and quarantined in Australia.
  • Cancellation cover (up to the limit of cover chosen) if you* or your* travelling partner are diagnosed with COVID-19 and are unable to travel.
  • Up to $250 per night for alternative accommodation if the person you were due to stay with is diagnosed with COVID-19 or is quarantined due to having contact with a person diagnosed with COVID-19.
  • Cover if your* prepaid accommodation is shut down for deep cleaning due to an outbreak of COVID-19 on the premises.
  • Protection if you* are an essential healthcare worker, and your leave is revoked by your employer due to COVID-19 related reasons. See policy wording for full details.
  • Refunds on unused, prepaid, non-refundable tickets if your prepaid holiday activity is closed due to COVID-19 (e.g. ski venue, theme park or cooking school).

* “You”, “Your”, “Yourself” includes those listed as adults on the Certificate of Insurance and includes Accompanied Children except on Plan C in which case cover applies on a per person basis only. See policy wording for full terms and conditions.

You must take all reasonable steps to mitigate your out of pocket expenses, and we encourage you to speak with your agent, broker or transport provider as soon as possible to minimise these expenses.

Important: Your policy contains benefits relating to the COVID-19 pandemic. While your policy may respond, your claim remains subject to the terms and conditions, limitations and exclusions set out in the Policy Wording. Please read your Policy Wording carefully to understand how your policy operates or contact our Customer Service Team on 0800-500-325 if you have any general questions. It is important to note that we cannot confirm coverage over the phone, and you will need to submit a claim for consideration by our Claims Team.


I have an active single trip State Travel Insurance Policy issued on or after 28 October 2020, and I am travelling domestically in New Zealand or to Australia – what costs are not covered in respect of COVID-19?

  • There is no cover if you* are denied entry due to government restrictions imposed in the arriving country on travellers from countries you have visited en route or from which you have departed.
  • There are no COVID-19 cover benefits for travel other than within NZ domestically or to Australia on or after 28 October 2020.
  • There is no cover for annual multi-trip policies.

Important: Your policy contains benefits relating to the COVID-19 pandemic. While your policy may respond, your claim remains subject to the terms and conditions, limitations and exclusions set out in the Policy Wording. Please read your Policy Wording carefully to understand how your policy operates or contact our Customer Service Team on 0800-500-325 if you have any general questions. It is important to note that we cannot confirm coverage over the phone, and you will need to submit a claim for consideration by our Claims Team.

* “You”, “Your”, “Yourself” includes those listed as adults on the Certificate of Insurance and includes Accompanied Children except on Plan C in which case cover applies on a per person basis only. See policy wording for full terms and conditions.


I have an active single trip State Travel Insurance Policy issued on or after 3 February 2021, and I am travelling domestically in New Zealand or overseas – what costs are covered or not covered in respect of COVID-19?

Please see FAQs
Please see destination guide


Where do I find the State Travel Insurance Policy Wording?

Please click here to view the State Travel Insurance Policy Wording.


I wish to obtain a full credit on my State Travel Insurance Policy – can I do this?

You are eligible to receive a 75% refund on the policy (less any cancellation fees), as long as you haven’t travelled, and no claims have been made against the policy.

Please note: If a travel ban is imposed by a government and you cannot travel due to this restriction, you will receive a 100% refund on your travel policy.

Email your State Policy details, including the policyholder’s name and policy number to Statetravel@covermore.co.nz.

Alternatively, call the Cover-More Customer Services Team on 0800 500 325.


I wish to obtain a full credit on my State Travel Insurance Policy – can I do this?

Effective from the 17th of April 2020, we have implemented a Cover-More Credit.

Existing policyholders can now cancel their existing unused State Travel Insurance Policy in return for a credit voucher to the value of the full premium paid. Once you are ready to travel again, you can use this credit voucher towards a new Travel Insurance policy - please make sure that you read and understand the new Travel Insurance policy for full terms and conditions as it may not be identical to the current policy.


Who is eligible for a Cover-More Credit Voucher?

Single Trip State Travel Insurance policyholders can receive a Cover-More Credit Voucher, as long as a claim has not been made and accepted in respect of that policy.


How much will I receive in credit?

You will receive the same amount in credit that you spent on the original State Insurance Policy.

This is called the total gross premium and is detailed on the Certificate of Insurance.


How long is the Cover-More Credit Voucher valid for?

24 months from the original departure date.


How do I get a Cover-More Credit Voucher?

Email your State Travel Insurance Policy details, including the policyholder’s name and policy number to statetravel@covermore.co.nz.

Alternatively, call the Cover-More Customer Services Team on 0800 500 325.

A Customer Service Representative will acknowledge when a policy has been turned into a credit within 14 days and the policyholder will receive a voucher, as long as a claim has not been made and accepted in respect of that policy.


How do I redeem a Cover-More Credit Voucher for a new policy?

The Cover-More Credit can be redeemed after Wednesday 13th May 2020.

Call the Cover-More Customer Services Team on 0800 500 325.


What happens if the new policy premium amount is less or more than the Cover-More Credit Voucher?

If the new policy premium is a higher cost, the customer will need to pay the difference between the Cover-More Credit Voucher and the new policy price. If the new policy premium is lower than the Cover-More Credit Voucher amount, then the voucher will be deemed partially used. The customer can use the balance of the credit on another policy, however, if the credit is not all used, all remaining credit will be forfeited at the expiry of the credit voucher (i.e. 24 months after the original departure date). There is no cash refund on the balance of the credit. Redemption will be available from Wednesday 13th May 2020.


I have received a partial refund already but now want Cover-More Credit for 100% of the premium?

Once a policy has been cancelled, we are unable to reverse the policy and provide a credit voucher.


What if the travel date has passed before a refund is requested?

The Cover-More Customer Service Team can create a credit voucher from a policy, irrespective of whether the policy has started (not applicable to AMT – Annual Multi-Trip policies) or is yet to start. If the policy has already started, proof of no travel may be requested. Please contact Cover-More to organise the Cover-More Credit.

Email Cover-More at statetravel@covermore.co.nz.

Alternatively, call the Cover-More customer services team on 0800 500 325.


What if the policyholder doesn’t want to travel anymore? Is the Cover-More Credit Voucher transferable?

No, the Cover-More Credit is not transferable. The same passenger, with multiple forms of identification will be required to redeem the Cover-More Credit. This includes date of birth, or email address and the customer’s full name.


My policy has multiple adults, are we able to split the credit value per person or is it one amount?

The credit voucher is one amount, in the traveller’s name.


What are the terms and conditions of the Cover-More Credit?

The credit voucher must be used within 24 months of the original date of departure. It can only be redeemed after the 13th of May 2020. It is non-transferable and can only be redeemed by the person listed on the credit voucher. Any unused amount will be forfeited on the expiry of the credit voucher. The credit voucher is valid for multiple transactions up to the value stated on the voucher. If the premium of the new policy is greater than the voucher, the policyholder must pay the difference. The terms and conditions of the new policy may differ from those of the cancelled policy and any Existing Medical Conditions or additional cover options needed, will need to be reassessed at the time of the new policy being issued.


I would like to make a claim – how do I do this?

You can claim online or call +64 (0) 9 300 8582.

If you are back in New Zealand, you can call 0800 500 325 or download a claim form here and post it to:

State Travel Insurance
c/o Cover-More Claims Department
PO Box 105-203
Auckland 1143

Cover-More will acknowledge receipt of a claim within 2 business days of receiving it and will do an initial assessment within 10 working day.


Our phone lines are much busier than usual, so there may be a long wait.

Did you know you can pay, claim, cancel, and more online? View all online options.

Alternatively, talk to Sam, our Chatbot, who can help with simple insurance questions.