Frequently Asked Questions
		General Q. Is there any excess on each claim? A. Yes - $100. Q. Is my de-facto covered under the Family Plan? A. Yes - providing You have been living together for more than 3 months. Q. I have decided to extend my 3 week trip by another 2 months, will You extend my Policy? A. Yes - but a new Policy must be taken out for the extra 2 months. (Not the difference between 3 weeks and the extended period). Q. Can an Insured cancel their Policy? A. Yes - providing (a) the cancellation occurred BEFORE the Journey commenced and (b) Insured waives rights to claim.   Luggage, Personal Effects and Documents Q. Is clothing damaged or stained inside a suitcase due to leakage of deodorants etc, covered? A. Yes Q. What is the limit of cover for any one article? A. $1,500 for any one item or set or pair of articles. $3,500 in total for video and other electronic equipment. Q. Is a video camera or any other item on loan or hire for the Journey covered? A. Yes - We regard these items as 'personal effects', but We must make sure they are not already insured by the owner - who can claim on their own Policy. Q. Are spectacles, contact lenses, false teeth, wheelchairs, artificial limbs, etc, covered? A. Yes. Q. Are surfboards or other sporting equipment covered? A. Surfboards or waterborne craft of any description are not covered. However, other sporting equipment is covered under general luggage except whilst in use. Q. Are hiking boots, tents and sleeping bags covered? A. Yes - provided they are not left unattended at the camp site. Leaving articles unattended is not considered "reasonable care". 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 replacement. Q. The customs department will not allow me to bring in wooden carvings - can I claim? A. No - confiscation by authorities is not covered. Q. Credit cards were stolen and used by the thief to buy several items - what can be claimed? A. The cost of obtaining replacement credit cards PLUS the legal liability for payment of the unauthorised purchases as laid down by the particular credit card organisation.   Overseas Medical, Cancellation/Additional Expenses Q. I have booked a trip but can no longer go because my employer has cancelled my leave - am I covered? A. No - the Policy excludes business obligations. Q. I have been charged extra to change my itinerary as I can't meet a friend in London - can I claim? A. No - the Policy excludes a change in plan. Q. My trip to Fiji was cancelled due to cyclones - can I claim? A. Yes. Q. My mother died after being sick for 6 months - can I claim the cancellation fee? A. No - We do not cover any medical condition where medical advice or treatment has been received in the 6 (six) months prior to issue of the Policy. Q. I am 92 years old and have never had any medical treatment - am I covered? A. No - there is an age limit of up to and including 90 years on the Policy. Q. I suffer from existing medical and physical conditions. Can I claim for Medical/Hospital/Additional Expenses if I need treatment when overseas? A. No - except if You have a condition that is listed as a "medical condition that is automatically covered" and You are under 76 years of age.   Overseas Medical Assistance (applicable only to International travel) Q. What is ACE Assistance? How does it work? A. ACE Assistance is a 24 hour emergency referral service. In the event of a medical or similar emergency overseas, You simply call (reverse charge) +64 9 359 1616 and ACE Assistance will give referral advice and assistance to locate medical or similar assistance in the local area. Q. What does ACE Assistance do? A. ACE Assistance is a free of charge service which will direct You to the medical or hospital care available locally and they will monitor all aspects of Your care and arrange evacuation to Your home if necessary. They also provide pre-travel advice on health, verify Your insurance coverage and give payment guarantees to hospitals, etc and will co-ordinate insurance payments. In addition, ACE Assistance can arrange:- Legal Assistance Emergency cash transfer Assistance with lost luggage New Zealand Embassy listing Urgent message service from and to anywhere in the world   Personal Liability Q. I am sued following an accident involving a motorcycle I was riding in Fiji - can I claim? A. No – the Personal Liability section specifically excludes such losses caused directly or indirectly by, through or in connection with any mechanically propelled vehicle, when You are the owner or driver or pilot thereof or have it in Your care, custody or control. Q. I am being sued following an incident at a cocktail party which I hosted for my overseas reps - can I claim? A. No - the Policy excludes loss or damage arising from the conduct of Your business trade or profession. Note: We will not consider any liability claim unless our written approval has been given before You become involved in litigation.