Frequently Asked Questions

Important Information: Due to the widespread media reports on COVID-19, and the World Health Organization (WHO) announcement declaring COVID-19 a pandemic, COVID-19 is a foreseen or known event. If you purchase a new travel insurance policy, coverage restrictions will apply. Please click here for further information.

Am I covered if I contract COVID-19?

COVID 19 Domestic Benefits
There is some cover available relating to COVID-19 as outlined below.
If you are diagnosed with COVID-19 after the purchase of an individual travel insurance policy and prior to departure, you will be covered for trip cancellation, provided you have a confirmed and documented diagnosis at the time of departure. Cover is subject to the terms and conditions of your policy.

If you are diagnosed with COVID-19 while on a covered trip, you will be covered for reasonable and necessary additional expenses, as long as you have a confirmed and documented diagnosis, and your trip was not in conflict with any travel restrictions or advice (as above). Cover is subject to the terms and conditions of your policy.

This COVID-19 benefit outlined above is subject to you meeting all terms and conditions of your policy.

COVID 19 Cover International Benefits Inclusions
If you are diagnosed with COVID-19 after the purchase of an individual international travel insurance policy, prior to departure or during your covered trip, please check the COVID 19 Cover section in your applicable international travel insurance policy wording for full coverage and benefits.
Such coverage is always subject to you meeting all other terms and conditions of your policy.

What if I am waiting on test results?

If you are waiting on COVID-19 test results and your travel plans are impacted or you cannot travel at your scheduled departure time, we suggest that you contact your travel providers to discuss your options.

If you intend to lodge a claim while waiting on test results, such claim will be considered on its merits, taking into account the individual circumstances of the claim and the terms and conditions of the policy.

What happens if I have a trip booked and the Government closes state or territory borders?

If you can no longer travel to your scheduled destination due to State, Territory or Federal government or health authority travel advisories, restrictions or warnings, you will not be covered for trip cancellation. Please refer to the general exclusions in the relevant policy wording which excludes cover for “any claim arising from travel restrictions due to government orders, advisories, regulations, directives or border closures.” If you are unable to travel due to travel restrictions or border closures, we suggest you contact your travel providers to discuss your options.

How do I know what the current travel advisories, restrictions and warnings are?

For information relating to travel restrictions within New Zealand and departing from New Zealand, please visit the following sites:

https://www.safetravel.govt.nz/

https://www.health.govt.nz/

If I need to change my trip dates can I change my travel insurance dates?

Yes, if you have not begun your trip and you have not or do not intend to submit a claim against your policy, you can change the dates in your insurance policy. Please contact our Customer Service Team to arrange by calling 0800 655 722.

I have upcoming travel. Will I be able to cancel my trip and be reimbursed?

It depends on the reason why you need to cancel your travel. Please read the policy wording for terms and conditions. These documents outline what is covered and also exclusions that apply. If you are unsure about coverage, please contact our Customer Service Team who can provide you with details on coverage.

Can I cancel my insurance and get my premium refunded?

You are eligible for a refund of your premium if you meet all of the following conditions:

• You request a refund within 14 days of purchasing your policy; after this 14-day period, the premium is non-refundable
• You have not started your trip, and
• You have not filed a claim.

If I am travelling internationally, am I covered for pandemics/epidemics?

No, there is an exclusion in your policy for pandemics/epidemics, including, but not limited to, COVID-19 and any variations of it, unless otherwise provided under the COVID-19 cover section of your applicable international policy wording.

Can I change my mind and choose not to travel?

If you no longer want to travel, or you change your mind and decide not to travel, you are not covered under our policies. We suggest you contact your airline or travel provider to discuss your options

Jetstar Domestic Travel Insurance

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

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 cover under the Domestic Ticket Cancellation and Baggage Protection Insurance or Jetstar Trans-Tasman travel insurance 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.

Where can I buy Jetstar Travel Insurance?

You can purchase Jetstar Travel Insurance as part of your flight booking on jetstar.co.nz or you can call our Customer Service Team on 0800 655 722 to purchase over the phone.

What should I do if I did not receive my Confirmation Email?

If you did not receive your Confirmation Email, either email us by clicking here or call us on 0800 655 722 8am - 6pm EST. Make sure to have your 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.