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Frequently asked questions

  • How long can I travel?
  • Who can be covered?
  • Can I travel as a minor by myself?
  • Can I change my cover once I've taken out a policy?
  • What activities are not covered?
  • What ages do you cover?
  • Can I cover a work trip?
  • What are the different regions I can travel to?
  • Where can I find the extreme risk countries?
  • How long does the medical assessment take?
  • What is a pre-existing medical condition?
  • Will I be covered if I have an existing medical condition?
  • Will it be expensive to cover my condition?
  • What conditions do I need to declare?
  • Can I travel with a pre-existing medical condition?
  • Can I get cover if I'm pregnant?
  • What conditions aren't covered?
  • What if my health changes?
  • What should I do if I have a medical emergency while I'm away?
  • How do I make a claim?
  • What payment options are available?
  • I want to pay by credit / debit card, how secure is the payment online?
  • Can I cancel my policy after I've paid?
  • When and how do I get my documents?
  • What if I delete the email with all my documents?
  • Can I have a printed copy of my documents?
  • Can I upgrade to TSB Travel Insurance Plus once I've bought a TSB Travel Insurance policy?
  • Can I extend my policy?
  • How do I make a complaint?
  • Who is Cigna?
  • Who is First Assistance?

How long can I travel?

You can travel for up to 365 days, plus we'll cover you from the date you buy your policy too, which can be up to 365 days before you travel. This way if you have to cancel your trip you'll be covered.

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Who can be covered?

Individual

Cover for one person over the age of 16.

Couple

Cover for couples (married, civil union or defacto partners who have lived together for over three months) aged 16 and above.

One adult travelling with children

Cover for one adult plus up to nine children belonging to either you, your spouse or partner (including legally adopted or fostered children). If you need cover for more than nine children please call us on the TSB - Cigna Insurance Helpline on 0800 244 467. Children must be living with you or in full-time education and all aged up to the age of 20. They must also be accompanied by an insured adult when travelling.

Family

Cover for couples (married, civil union or defacto partners who have lived together for over three months) plus up to nine children belonging to either you, your spouse or partner (including legally adopted or fostered children). If you need cover for more than nine children on a Family policy please call us on the TSB - Cigna Insurance Helpline on 0800 244 467 to arrange cover. Children must be living with you or in full-time education and all up to the age of 20. They must also be accompanied by an insured adult when travelling.

Unaccompanied Minor

Cover for one person who is up to the age of 16 travelling alone. A parent or guardian is required to purchase this insurance and will need to complete a contact form later in the application.

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Can I travel as a minor by myself?

Yes you can but you'll need a parent or guardian to purchase your insurance and will need to complete a contact form during the application.

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Can I change my cover once I've taken out a policy?

Sure, you can change your policy up to the day you travel, just call us on the TSB - Cigna Insurance Helpline on 0800 244 467 and we'll sort it out.

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What activities are not covered?

We've put together a table which lists activities that are not covered. If the activity you are doing is not on the list, please call us on the TSB - Cigna Insurance Helpline on 0800 244 467 and we'll let you know if it's covered.

Hazardous Activities

  • Hitchhiking
  • Any unlawful activity.
  • Air or sea travel except as a fare paying passenger on scheduled transport services (or aboard charter vessels where crew are included, which are operating within coastal waters, or sightseeing air tours from one location back to that location).
  • Activity as an aircraft crew member. This includes anyone in control of a device that leaves the ground.
  • The influence of alcohol or drugs (other than a drug administered or prescribed by a registered medical practitioner).
  • Persons invited to your accommodation or you visiting the accommodation of persons unknown to you.
  • Riding on a motorcycle with an engine capacity of more than 200cc without a helmet and not holding a valid NZ motorcycle licence including any local motorcycle license requirement at the place where you are riding the motorcycle.
  • Participation in, or training for, the following activities at any time;
  • Professional Sport, or individual and team sport competitions;
  • Contact Sport;
  • racing of any sort (other than on foot);
  • motor sports;
  • hunting of any sort;
  • pot-holing or caving;
  • rodeo;
  • downhill snow skiing or snowboarding which happens outside of designated commercial ski areas, or in areas which have been closed for any reason, or competitive downhill snow skiing or snowboarding in any area;
  • micro light flying or kite surfing;
  • ocean yachting;
  • parachuting, paragliding, parasailing, hang gliding, bungy jumping, white water rafting, black water rafting or white water kayaking, unless participating with a licensed operator;
  • abseiling, mountaineering or rock climbing necessitating the
  • use of equipment;
  • Remote Area touring, except as part of a licensed organised tour; or
  • Underwater activities involving the use of an artificial breathing apparatus unless You hold an open water diving certificate or are diving with a qualified instructor.

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What ages do you cover?

We offer cover for all New Zealanders, no age limits, so whether you're 23 or 83 we've got a travel insurance for you.

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Can I cover a work trip?

Sorry, we don't offer business travel insurance at this time.

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What are the different regions I can travel to?

Australia & South Pacific Islands: American Samoa, Australia, Bali, Cook Island, Fiji, French Polynesia, New Caledonia, Niue, Norfolk Island, Samoa, Tahiti, Tonga and Vanuatu.

United Kingdom and Europe: The United Kingdom and the continent of Europe west of the Ural Mountains including its neighbouring islands (including the Azores, the Canary Islands, the Republic of Ireland and Madeira) and non-European countries bordering the Mediterranean.

Worldwide excluding the USA, Canada, China, Hong Kong, Singapore, Japan and Antarctica.

Worldwide: All destinations including those listed above. If you stop over in the USA, Canada, China, Hong Kong, Japan or Singapore for more than 24 hours, or you can't see the country you are travelling to above, please choose Worldwide cover.

If you are unsure of which destination to select please contact us on the TSB - Cigna Insurance on 0800 244 467.

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Where can I find the extreme risk countries?

These are listed on the Ministry of Foreign Affairs & Trade website: (safetravel.govt.nz). Please check before your departure that the countries you are travelling to are not classified as 'Extreme Risk'.

Extreme risk destinations are destinations where it is advised against all travel to.

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How long does the medical assessment take?

The number of questions asked will depend on your condition but the average time it takes our online customers to go through the medical screening is about ten minutes.

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What is a pre-existing medical condition?

A pre-existing condition is any illness, injury or medical condition you have before you buy your insurance whether diagnosed or not that:

  • You have been treated for or sought any medical advice for
  • You were aware you had
  • You had signs or symptoms of; or
  • A reasonable person would have sought medical advice or treatment.

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Will I be covered if I have an existing medical condition?

We are able to provide cover for many pre-existing medical conditions. Simply answer yes to our question about Pre-existing condition cover and go through our online medical assessment to check that your condition is covered. There may be an additional cost to your premium but you may be surprised at how little this is. If you cover your condition(s), it means that should you suffer any illness due to your medical condition while travelling, you will be able to claim on your policy and have full use of our assistance and services. So you can travel with complete peace of mind.

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Will it be expensive to cover my condition?

This will depend on your condition and also where you are travelling. Some conditions can be covered for a small premium (e.g. $33) and some may even be included within your cover after screening at no extra charge.

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What conditions do I need to declare?

You need to declare any pre-existing conditions you have, except if they are any of the following excluded conditions:

  • Acquired Immune Deficiency Syndrome (AIDS), Human Immunodeficiency Virus (HIV), a sexually transmitted infection (STI) or chronic alcoholism
  • Pregnancy, except, if your pregnancy was without complication before buying this insurance we'll cover medical complications as a result of Illness or emergency medical treatment up to and including the 21st week of pregnancy
  • Conditions you have that will require, are on a waiting list for, or scheduled to receive a medical procedure (including overnight or day surgery).
  • Any psychiatric, psychosomatic, mental or nervous condition including, but not limited to:
    • Stress (including post traumatic stress disorder)
    • Physical symptoms of a psychiatric illness
    • Anxiety
    • Depression or depression related conditions
    • Psychoneurosis
    • Psychotic, personality, emotional or behavioural disorders or
    • Disorders relating to substance abuse and dependency which includes alcohol, drugs or chemical dependency

Once you've told us about your pre-exiting conditions we'll revise your quote and you can choose to cover them or not, it's up to you.

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Can I travel with a pre-existing medical condition?

Having a medical condition can make buying travel insurance difficult. With TSB Travel Insurance we've made it easy. Tell us about your condition and we'll let you know if we can cover it. You may be surprised at how little it costs, and you can even do it online in as little as ten minutes.

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Can I get cover if I'm pregnant?

Pregnancy is not covered unless your pregnancy is without complication before you buy your Policy. We will cover medical complications as a result of Illness or emergency medical treatment up to and including the 21st week of pregnancy.

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What conditions aren't covered?

  • Acquired Immune Deficiency Syndrome (AIDS), Human Immunodeficiency Virus (HIV), a sexually transmitted infection (STI) or chronic alcoholism
  • Pregnancy, except, if your pregnancy was without complication before buying this insurance we'll cover medical complications as a result of Illness or emergency medical treatment up to and including the 21st week of pregnancy
  • Conditions you have that will require, are on a waiting list for, or scheduled to receive a medical procedure (including overnight or day surgery).
  • Any psychiatric, psychosomatic, mental or nervous condition including, but not limited to:
    • Stress (including post traumatic stress disorder)
    • Physical symptoms of a psychiatric illness
    • Anxiety
    • Depression or depression related conditions
    • Psychoneurosis
    • Psychotic, personality, emotional or behavioural disorders or
    • Disorders relating to substance abuse and dependency which includes alcohol, drugs or chemical dependency

If you have any of these conditions, you don't need to declare them but you need to know they will not be covered.

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What if my health changes?

You need to tell us about any changes in your health including changes to your covered conditions or any illness or injury you have before you start your travel so we can check if they affect your cover. If you don't tell us about changes to your health you may not have cover for these conditions. If you want to make any changes to your policy or want to make a claim once you are home, please call us on the TSB - Cigna Insurance Helpline on 0800 244 467.

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What should I do if I have a medical emergency while I'm away?

If you need medical assistance while you're overseas call our emergency assistance provider, First Assistance on +64 9 356 2327.

For emergencies: if you are taken by ambulance to hospital following an emergency call, you or a travelling companion should call us as soon as possible once you have been admitted to hospital.

For non-emergencies: if you need to consult a registered medical practitioner or need to go to hospital or a clinic, call us, and we can guide you to the safest and most appropriate of treatment.

Our highly experienced team is available 24 hours a day, 7 days a week to help you. Our aim is to make sure you get the best treatment available to you.

Our first steps will always be to:

  • Confirm you are in a safe place
  • Establish the best local treatment available to you
  • Consider your health and best interests

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How do I make a claim?

If you need to make a claim once you are home, please call us on on the TSB - Cigna Insurance Helpline on 0800 244 467.

If you are able to claim back any part of a claim from any other insurance policy or bank/credit card provider you must do this in the first instance and advise us of the details. In this circumstance we will only pay the difference between your loss and the amounts already received.

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What payment options are available?

You can buy your cover with a Visa or MasterCard debit or credit card.

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I want to pay by credit / debit card, how secure is the payment online?

The TSB site uses 128 bit SSL encryption on the payment pages. This is the highest level of protection possible and therefore the one used by all sites where financial transactions occur.

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Can I cancel my policy after I've paid?

If you want to cancel your policy you can do this by calling us on the TSB - Cigna Insurance Helpline on 0800 244 467. If it is within seven days of purchase, we'll refund you your entire premium. If it's after 7 days, we'll charge you a small administration fee of $35. You won't be able to cancel your policy once you have started your travel.

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When and how do I get my documents?

Your personalised documents will be emailed to you shortly after you buy your policy. If you haven't received them in 24 hours please call us on the TSB - Cigna Insurance Helpline on 0800 244 467. You'll need Adobe Reader to view your documents. And if you haven't got it, click here for a free copy.

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What if I delete the email with all my documents?

If you accidentally delete the email, just call us on the TSB - Cigna Insurance Helpline on 0800 244 467 and we can re-send the email.

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Can I have a printed copy of my documents?

Sure! The documents we email you can be printed. If you don't have access to a printer, call us on the TSB - Cigna Insurance Helpline on 0800 244 467 and we can arrange to post you your documents.

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Can I upgrade to TSB Travel Insurance Plus once I've bought a TSB Travel Insurance policy?

If you're looking for extra cover just call us on the TSB - Cigna Insurance Helpline on 0800 244 467 and we can arrange it for you.

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Can I extend my policy?

You can apply to have your cover extended, but Your Trip can only be a maximum of 365 days. Please call us on on the TSB - Cigna Insurance Helpline on 0800 244 467 (+64 4 917 5160 if calling from overseas).

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How do I make a complaint?

If You have a complaint we are happy to discuss it. Please contact us on the TSB - Cigna Insurance Helpline on 0800 244 467 (or +64 4 917 5160 if you are overseas), or email us on complaintsandquality.nz@cigna.com. Our Customer Service team will do their best to resolve your issue straight away. However, if they can't sort out the issue, our dedicated Customer Resolution Consultant will personally take on your case.

Also, Cigna is a member of the Insurance and Financial Savings Ombudsman (IFSO) scheme, a free, independent service which can help settle any dispute you are unable to resolve with Us.

Any dispute or action relating to your policy will be determined in accordance with New Zealand law.

IFSO contact details

Post P O Box 10 845
Wellington 6143
Phone 0800 888 202
Email info@iombudsman.org.nz
Website www.iombudsman.org.nz

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Who is Cigna?

Cigna New Zealand is a leading specialist provider of insurance products and services including life insurance, identity theft protection, funeral insurance, income protection insurance, accidental death insurance and trauma insurance.

We've been operating in New Zealand for more than 85 years, and now protect over 275,000 New Zealanders with Our insurance policies.

Cigna New Zealand is part of Cigna Corporation, a Fortune 500 company and one of the world's largest publicly owned companies.

A copy of Cigna's latest financial statements is available on request.

Financial Strength
Cigna Life Insurance New Zealand Limited, as the underwriter of this Policy, has an A- (Excellent) financial strength rating which was given by A.M. Best Company Inc.

The rating scale is: A++, A+ Superior | A, A- Excellent | B++, B+ Good | B, B- Fair | C++, C+ Marginal | C, C- Weak | D Poor | E Under Regulatory Supervision | F In Liqiudation | S Suspended.

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Who is First Assistance?

First Assistance is contracted by Cigna to provide emergency assistance for this travel insurance. First Assistance is New Zealand's leading assistance company established in New Zealand in 1992 providing travel and medical assistance with Doctors, nurses and mechanical technicians. You can find out more about them at www.firstassistance.co.nz.

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