Travel Insurance Frequently Asked Questions |
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Plan related FAQs
Q: I will be going to a number of countries on my trip, which coverage should I choose?
A: If you are choosing Getaway Guardian, then you should select PLAN A+ if there is a possibility you will be in the Americas or Africa for more than 20% of your trip.
If you choose Global Guardian, you are automatically covered for every trip up to 90 days you take in one year regardless of where you are going.
Q: What if I am spending less than 20% in the USA and then I extend this to over 20% once in the US. Can I upgrade my cover mid-trip?
A: Yes, you can contact ACE on 0800 656 667 or email us on customer.relations@ace-ina.com to upgrade your Plan.
Q: If I am travelling with my friend do we both need to buy separate travel insurance policies?
A: With Getaway Guardian, you can buy one policy to cover you and your travelling companion rather than having to buy separate policies.
Medical related FAQs
Q: Do I need a medical to apply for any of these policies?
A: A medical is not required, but please note that existing medical conditions are not covered except for the ones specifically listed under the Pre-Approved Medical Conditions link on this website.
Q: Can I buy travel insurance for someone who is overseas now, but is travelling to New Zealand?
A: No, cover is for New Zealand residents only, and the journey must start and finish in New Zealand.
Q: What is meant by "usual" overseas medical charges?
A: We would consider the average medical charge made in the country in question as, "usual" - even though this 'average' might be far higher than the average medical charge in New Zealand.
Q: Can I pay extra to cover pre-existing conditions?
A: No, we do not offer this option.
Luggage related FAQs
Q: Can luggage cover be increased?
A: The amount of luggage covered can not be increased, however the Global Guardian plans have different benefit levels so you can select a plan that best suits your needs.
Q: Is a video camera or any other item on loan or hire for the trip covered?
A: Yes - we regard these items as 'personal effects', but you must make sure they are not already insured by the owner who could claim under their own policy.
Q: Are gifts and articles purchased during the Journey covered?
A: Yes they are, but household furniture is excluded.
Q: What happens if the carrier 'temporarily' misplaces the total luggage for more than 24 hours?
A: We reimburse up to the amount specified in the Plan for essential items replaced.
Q: What happens if I go on a trip and all of my luggage is lost on the way there? Then after it is replaced, it gets lost again on the way home?
A: We will allow you one automatic re-installment of the maximum amount shown on your Policy Schedule in respect of loss or damage to your luggage and/or personal effects.
Q: Would a suitcase shipped home early to save costs on excess baggage be covered?
A: No it would not as unaccompanied baggage is not covered unless transported by the carrier with whom you are travelling AND arranged in conjunction with your travel ticket.
Q: If the Customs Department were to take wooden carvings and stuffed animals off me, could I make a claim?
A: No, confiscation by authorities is not covered.
Q: Is baggage that is locked in the boot of a car covered?
A: Only if the baggage is not left overnight and if stolen, forced entry is gained. A Police report is required. Cover is not provided for jewellery, camera & video equipment. sound equipment, mobile phones or portable computer equipment left unattended at any time even if left in the boot.
Q: Myself, wife and two children have had all our luggage stolen and are covered for NZ$15,000 under the Family plan. The total value of luggage stolen was NZ$32,500 - what do I get?
A: Under the family plan you get twice the sum insured shown against Luggage depending on the PLAN you have taken out.
Sports and Sporting Equipment related FAQs
Q: Are surfboards or other sporting equipment covered?
A: Surfboards and Waterborne craft are not covered. Other sporting equipment is not covered whilst in use.
Q: I think I'll be participating in some exteme sports on my holiday, so how do I know what sports I'm covered for?
A: The Policy Wording outlines specific exclusions with regards to participation in certain activities, and these can be found in points 15, 16 and 17 of the General Exclusions section in the Policy Wording.
Q: Is trekking considered "mountaineering?
A: Mountaineering is using "ropes and rope guides". Just walking/hiking is not excluded.
Cancellation related FAQs
Q: Would I be covered if I book a trip and then cannot go because my employeer cancels my leave?
A: Only if you are a member of the New Zealand Armed Services or Police Service and your leave is revoked. Otherwise the policy excludes claims caused by business obligations.
Q: What if I've booked my trip, but can't go because I can't get an entry visa?
A: We exclude prohibition or regulations by any government, so you would not be able to claim for cancellation charges.
Q: If a natural disaster hit the country I'm just about to visit, could I cancel my trip and make a claim?
A: Yes
General FAQ's
Q: Do you have cover for people over 69?
A: No, unfortunately we do not currently offer this.
Q: Can I pay extra to remove the excess?
A: No, we do not offer this option.
Q: Can I increase the excess and pay a lower premium?
A: No, we do not offer this option.
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