Caring for our customers during COVID-19

Caring for our customers during COVID-19

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:

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


These Frequently Asked Questions will continue to be updated as we learn more and respond to the evolving COVID-19 situation.

CLAIMS

Will my car get assessed or repaired during Alert Level 4?

We are only able to carry out assessments and repairs required to maintain vehicles used to provide essential services. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

Can I make a claim during Alert Level 4?

Yes, you can start a claim online, login to your My State account or give us a call on 0800 80 24 24.

Should I wait to claim until after Alert Level 4?

No, please go ahead and lodge your claim as soon as possible. We may be able to offer a resolution now. If it has to wait until after Alert Level 4, your claim will be prioritised when restrictions are lifted.

How are you handling claims during Alert Level 4?

We are only able to carry out assessments and repairs that are required to maintain the necessities of life or are critical to safety, such as ensuring homes remain habitable and safe and assessing and repairing vehicles used for providing essential services.


CLAIMS AT ALERT LEVEL 3

Will my car get assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.
Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • That means, some assessments and repairs will be able to take place.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • 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 already 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.

Can I make a claim during Alert Level 3?

Yes, you can start a claim online, login to your My State account or give us a call on 0800 80 24 24.

Should I wait to claim until after Level 3?

No, please go ahead and lodge your claim as soon as possible. We may be able to offer a resolution now. If it has to wait until after the government restrictions are lifted, your claim will be prioritised at that time.

How are you handling claims?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can. Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • 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 already 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.

MOTOR VEHICLES

My Warrant of Fitness/Certificate of Fitness (WOF/COF) has expired during the lockdown period. Am I still covered?

We would not decline a claim solely on the basis of an expired WOF/COF. However, if there are road worthiness issues, and those road worthiness issues directly caused an accident, then we may not accept the claim. It is your responsibility to ensure your vehicle is maintained and in roadworthy condition. Please remember to get your WOF/COF as soon as you can after the government restrictions are over - we want all our customers to be driving safe vehicles.

I can’t renew my driver’s licence during lockdown. Am I still covered?

We will not decline cover or seek to decline a claim where your driver’s licence has recently expired, and you have been unable to renew it due to Covid lockdown level restrictions. This applies only for classes of licence you held previously, otherwise normal policy requirements regarding driving licences will be applied. Please renew your licence at the first opportunity once the government restrictions are over.

General information on Roadside Rescue / Breakdown Service

First Assistance continues to provide accident tow management and roadside rescue services to essential service workers’ vehicles (used by workers to get to or provide their essential service) and private vehicles used for essential purposes such as getting groceries, going to the pharmacy, or visiting a medical professional. This will involve towing a vehicle from the scene of the accident either into storage or to the customer’s home address. To keep you and our staff safe we ask that you answer any questions and comply with any directions given to you during the provision of our breakdown services.


HOME AND CONTENTS

I now do my office work from home rather than my normal place of work. Am I still covered if something happens?

Home and Contents policies will continue to cover loss or damage to your property whilst you are working from home. The liability section of your policy doesn’t cover you for any business activity. If you’re doing other work from home, like manufacturing or trades work, please contact us to discuss cover.

My employer has given me work equipment to use while I am working from home. Does my contents policy cover this if something happens to it?

Your policy won’t cover accidental damage to that equipment, your employer must continue to keep the equipment insured. The liability section of your policy may provide cover if you cause damage to the equipment and you're legally liable for that damage – for example if you negligently cause damage to the equipment.

My policy is renewing soon, and I am required to provide a valuation for my home or high value items. What should I do? Will you still renew my policy?

Yes, we will renew your policy and move the requirement to provide valuations until the next renewal of the policy. It’s important you have the right amount of cover, so we recommend you get valuations as soon as it is possible to do so. We can update your sum insured at any time, so once you have the valuation, please contact us to update your policy.

I’m buying a house and will be settling as planned but am unable to take possession on the agreed date. Can I still arrange insurance?

Yes, as you’ll be settling on the sale, you should arrange insurance from this date. You should contact your lawyer as well, as it is likely that there will need to be amendments to the contract where the vendor will remain in the home after settlement because of the government restrictions.

I wasn’t able to make it home before the deadline announced by the government. Does my policy cover me for alternative accommodation?

No, alternative accommodation only covers you following damage to the home.

I’m selling my house and the settlement date has changed. What do I need to do to remain covered?

If the settlement date for your house has changed, please contact us so we can amend it to the revised date.

My property/holiday home is vacant, and I’m required to inspect it every 60 days, maintain the grounds and regularly clear mail. What should I do? Will I be covered if something happens?

Inspections and other measures to make the property look lived-in should be completed as soon as possible after the government removes social distancing measures, and it’s safe to do so. In the meantime, we won’t decline cover or seek to decline a claim for failure to do an inspection or maintenance that can’t be completed during the lockdown period.

I want to add high value items or increase my cover. What should I do?

We will need an up-to-date valuation. If you don’t have one due to the COVID-19 restrictions, we can still give this special consideration. Please contact us and we can talk through what we need.

My policy is renewing soon. I am required to install a monitored alarm, and this was due to be done during the COVID-19 Alert Level 4 period. What should I do? Will I be covered if something happens?

The work to meet these requirements should be completed as soon as possible after the government removes social distancing measures and it’s safe to do so. In the meantime, you’ll still be covered on the existing terms of your policy. Keep a record of any communication you have with contractors regarding the change in dates. We will extend the timeframe provided to get the alarm installed for a further 30 days after the end of the COVID-19 Alert Level 4 period. This also applies if when you took out your policy there was a requirement to install a monitored alarm. Please contact us after the Alert Level 4 period has ended if you need to extend cover longer than the 30 days.

I have contents in storage and the cover for my stored contents will end during the Alert Level 4 period. Will I be covered if something happens?

We’ll automatically extend cover to 30 days after the end of the COVID-19 Alert Level 4 period to allow you to get your contents out of the storage facility when it’s safe to do so. Please contact us after the Alert Level 4 period has ended if you need to extend cover longer than this.

Will properties be assessed or repaired during the lockdown?

We are only able to carry out assessments and repairs required to maintain essential services, such as 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, health and safety questions will be asked, and our repairers will carry out urgent repairs to make the property safe and habitable. Full repairs may not be carried out until restrictions have been removed.


HOME AND CONTENTS AT ALERT LEVEL 3

Will properties be assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can. Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • 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 already 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.

LANDLORD

I’m required to complete inspections of my rental property every 90 days and one is due. What should I do? Will I be covered if something happens?

We will not decline cover or seek to decline a claim for failure to do an inspection during the lockdown period. Inspections should be completed as soon as possible after the government removes restrictions and it is safe to do so. Always follow government advice on how to safely interact with others based on the current alert level. Remember to keep a record of any communication you have with the tenant to do with the change in inspection date. Even though you can’t do a physical inspection, it’s a good idea to contact your tenant to see if there are any maintenance issues they need to raise so you’re aware of them.

My tenant has left suddenly to return home. Does my policy cover me for loss of rent in this situation?

If your policy provides cover for tenants vacating without giving the required notice, you will be covered for up to a set number of weeks’ rent.

My tenant is stranded overseas or elsewhere in New Zealand and has stopped paying rent. Does my policy cover me for loss of rent in this situation?

If your policy provides prevention of access cover, this only applies where the tenancy agreement you have with the tenant allows them to stop paying rent if authorities prevent them from accessing the home. Please contact our claims team to discuss your circumstances further.

My tenant is behind on their rent by 14-days and my policy requires me to visit the property to confirm they are still living there. What should I do? Will I be covered for loss of rent in this situation?

Please ensure you follow all government restrictions regarding Alert Level 4, which means you shouldn’t visit your property or come into contact with your tenant. Please contact the tenant in other ways e.g. phone or email to confirm they’re still living at the property. Our insurance policies have requirements to send notice when rent is in arrears and to apply to the Tenancy Tribunal for vacant possession due to non-payment of rent. Please refer to your policy for details.

My tenant is unable to pay their rent due to changes in their circumstances because of the COVID-19 pandemic. Does my policy cover me for loss of rent in this situation?

No. Loss of rent only covers you following damage to the home, unless the customer has taken an optional benefit giving cover for non-payment of rent after termination of the tenancy (eviction of tenants). The tenant might be entitled to financial support from the government during this time. They can visit www.covid19.govt.nz for more information.


BOAT

I can’t get a survey for my boat during lockdown. Will I still be able to renew my insurance?

For existing customers, we are happy to renew without a survey being completed during the lockdown period. However, we will require one once the government restrictions are over.


CONTRACT WORKS

I have a Contracts Works policy, and the contractors cannot complete the work due to the lockdown. What are my options?

We can provide an extension for a minimal additional charge, which is required to allow for necessary levies. If works haven't started and you wish to cancel instead, we can give you a refund. Please contact us and have your certificate of insurance or client number handy so we can best assist you.


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.


Can I pay my insurance at an NZ Post store during lockdown?

For the most up to date information for stores opening in Alert Levels 3 and 4, check the NZ Post store locator tool at www.nzpost.co.nz/postshoplocator. For other ways to pay visit state.co.nz/pay.


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, with your permission. Most businesses are open with extra safety measures in place, such as hygiene practices, social distancing, wearing masks 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.
  • Contractors we engage will be operating in line with government COVID-19 guidelines.
  • 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.
  • 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 COVID-19 pandemic, associated health risks and travel restrictions. Due to the difficulty travellers are experiencing returning to New Zealand, some New Zealanders overseas may need to stay safely where they are until they can return home. The global situation remains complex and rapidly changing. While some countries and territories have reopened their borders to travellers there is still a 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

What should I be aware of that is not covered?

We will not pay for:

  • Claims directly or indirectly arising from or caused by COVID-19, submitted under Your annual multi-trip policy.
  • Claims directly or indirectly arising from COVID-19 if the country or part of the country You travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz website at the time You entered the country or part of the country. (This exclusion only applies if the advice was issued due to the presence of COVID-19). This exclusion does not apply if Your trip destination is New Zealand or Australia, but only to the extent of the benefits described in the endorsement attached to this policy wording.

“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.


If You have an active State Travel Insurance Policy issued before 3 February 2021, please contact the Customer Services team by email or call 0800 500 325.


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 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 3 February 2021, and I am travelling to the Cook Islands – 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 the Cook Islands.
  • 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.
  • 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.

“You”, “Your”, “Yourself” includes those listed as adults on the Certificate of Insurance and includes Accompanied Children. 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.

The latest advice about travel to and from the Cook Islands can be found here.

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 3 February 2021, 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 3 February 2021.
  • 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.


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.