Frequently Asked Questions

What is Jetstar Travel Insurance?

Exclusively designed for Jetstar passengers, Jetstar Travel Insurance provides you protection from unexpected events during your trip. Our products are designed to cover you for domestic or overseas trips. A list of products and their benefits can be accessed by clicking here.

When does my cover commence?

For all plans, cancellation coverage begins on the date your certificate is issued. All other covers begins when you leave your home or place of departure to start your trip and ends when you return home or on the end date shown on the policy certificate, whichever is sooner.

Note: If you purchased Jetstar Travel Insurance with your one way Jetstar flight, your cover terminates on either 13 days (Essentials)/15 days (Essentials Plus/Premium) from the travel commencement date shown on the Certificate of Insurance or on the date you depart the sovereign territory of your Jetstar ticketed destination, whichever is sooner.

Can I be covered for a change of mind?

No coverage will be provided for claims arising from you or your travelling companion changing your mind and deciding not to proceed with your original trip.

Can I be covered for an error I made in my booking?

No coverage will be provided for claims arising from additional expenses or fees arising from errors or omissions made by you (or on your behalf) in the process of booking your trip.

employment. This will not however apply when you are retrenched from your usual full time employment in New Zealand.

Does the 14 day cooling off period apply to my travel tickets?

There is no cooling off period for the purchase of your travel tickets with Jetstar. The 14 day cooling off period is only for your travel insurance policy where you may return the Policy to us within 14 days of purchasing, provided that no claim has arisen and your travel has not commenced. AIG will cancel the Policy and give you a full refund of premium.

Am I covered for business trips?

Business trips can be covered however you will not be covered for claims arising from any business commitment, financial or contractual obligation. This applies to both yourself or any Travelling Companion or Relative, unless the claim is the result of your being retrenched from your usual full time employment in New Zealand.

What if I have a pre-existing medical condition?

You can still purchase Jetstar Travel Insurance if you have a pre-existing condition. However, it is important to note that your Pre-Existing Condition(s) are generally not covered. For information regarding pre-existing medical conditions, including a list of some condition(s) which are covered, please click here.

There is also no cover for any claims arising from anyone else’s pre-existing medical condition.

Am I covered if I'm pregnant?

Pregnancy or childbirth is not covered except for:
(i) related complications before the 26th week of pregnancy, or
(ii) childbirth before the 26th week of pregnancy which the childbirth was accelerated by accidental Injury.

Jetstar Domestic Travel Insurance

Jetstar New Zealand offers only a single product for domestic trips throughout New Zealand only and have a maximum duration of 30 days.

For a comparison of all domestic policies, click here. For detailed information about the benefits, exclusions, and the circumstances under which, and times when, the benefits are provided and the process for making a claim please read the full Policy Wording.

All benefits and benefit amounts shown are per Insured Person and are payable in New Zealand Dollars. In some cases sub-limits apply or the benefits may not be available to you.

Jetstar International Travel Insurance

All policies have a maximum trip duration of 12 months except the Trans-Tasman policy which has a maximum trip duration of 30 days.

Please refer to the Destination exclusions for a list of countries which are not covered. For a comparison of all international policies, click here.

For detailed information about the benefits, exclusions, and the circumstances under which, and times when, the benefits are provided and the process for making a claim please read the full Policy Wording. All benefits and benefit amounts shown in this Policy are per Insured Person in New Zealand Dollars. In some cases sub-limits apply or the benefits may not be available to you.

Who is eligible?

To be eligible for international cover under Jetstar Essentials, Essentials Plus, and Premium for International trips you must be:

• Either an New Zealand citizen or New Zealand permanent resident; and
• Intended to return to New Zealand on completion of the Travel unless otherwise agreed in writing by us; and
• Aged under 60 years at the date of departure for your Trip for an Essentials policy; OR
• Aged under 70 years at the date of departure for your Trip for Essentials Plus and Premium policies,

To be eligible for cover to Australia under Jetstar Trans-Tasman travel insurance you must be:

• Either an New Zealand citizen or New Zealand permanent resident, and
• Aged under 80 years at the date of departure for your Trip; and
• Intended to return to New Zealand on completion of the Travel unless otherwise agreed in writing by us.

What should I do if I did not receive my Jetstar Travel Insurance Certificate?

If you did not receive your Jetstar Travel Insurance Certificate, either email us by clicking here or call us on 0800 655 722 8am - 6pm EST. Make sure to have your Policy Number (if available), Full Name, Flight Booking Number, Travel Dates, Date of Purchase and E-mail Address so that we can assist you as quickly as possible.

Where can I get the full Policy Wordings of my Jetstar Travel Insurance Policy?

You will receive a copy of your policy wording as well as your certificate of insurance via email once you purchase your Jetstar Insurance. The full policy wording of each Jetstar Travel Insurance Policy are also available to download via the 'Download Policy Wording' buttons on the policy benefits page.

Can I cancel my Jetstar Travel Insurance Policy and get a refund?

If you change your mind or decide that the product doesn’t meet your needs, you can cancel your policy within 14 days of purchasing, provided that no claim has arisen and your travel has not commenced. AIG will cancel the policy and give you a full refund of premium. After 14 days, we will not refund any part of the premium.

Can AIG make changes to the dates of the travel or the name of the travellers on my travel tickets?

AIG has no access to make changes to your travel tickets. However, Jetstar may ask you to pay additional costs to make such changes. Some changes may covered by your insurance policy taken out with AIG. For further details of coverage, please refer to your policy wordings or call the AIG policy enquiry line on 0800 655 722 between 8am to 6pm AEST (closed on weekends and public holidays).

Can AIG cancel my flight tickets?

AIG has no access to cancel your travel tickets. If you require assistance on this, please contact Jetstar on 0800 800 995.

How can I make a claim?

If you need to make a claim, click here.
For any enquiries in relation to entitlement to claim under your policy, contact AIG for assistance on:
Phone: +64 9 355 3072
Fax: +64 9 355 3135
email: nztravelclaims@aig.com
8.30am - 5.00pm Monday to Friday (excluding public holidays)

Who do I call if my insurance policy was not taken up with Jetstar or underwritten by AIG?

If you purchased insurance from another insurer then please refer back to your certificate of insurance for the correct insurance underwriters whom you may need to call for your insurance enquiries.

Can AIG reimburse me immediately for my losses?

If you have incurred a loss, AIG can't immediately reimburse you for the losses you have incurred. All losses are subject to a review by our claims department who will require written submission of your losses. This will require you to complete a claim form that you can download here, together with any supporting documents relating to your loss. Only after that will a decision be made as to whether cover will be provided.