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Emergency Assistance

Call us on +64 9 359 1687

Our email address is

More information about assistance services can be found here.


How to make a Claim

We require a completed claim form to be submitted for all claims. Download a claim form using the button below. You can return a claim form to us by either:

  • entering information directly into the claim form and submitting it to us electronically using the 'submit by email' button, located on the final page
  • printing and mailing the form to us by post
  • digitally scanning a completed form and sending it via email to

Along with a claim form, you will need to supply provide supporting documentation. In all cases, you will need to provide evidence relating to how you met the policy eligibility criteria prior to departure, including a copy of your itinerary showing prepaid return tickets and a credit card statement showing that you were a cardholder when any payment towards pre-paid travel expenses were made (or for Business cardholders that pre-paid travel expenses were charged to your card).

In addition to evidence supporting your eligibility for and activation of cover you will also need to supply information relating to the claim itself.

  • For baggage claims include receipts or other proof of ownership, and police reports or other documentation demonstrating that you reported the loss to the authorities.
  • For medical claims include details of the accident or injury and costs you have incurred. We may also require supporting evidence from your normal doctor or general practitioner in New Zealand showing the claim is not related to a pre-existing medical condition.
  • For cancellation claims include confirmation from your airline or other provider that your bookings were cancelled and if a refund, partial or otherwise, was provided.

Feel free to  include any additional information that you feel is relevant to your case. If the claim form has insufficient space, you may attach a cover letter.

Our Claims Team

Our claims team is committed to providing fast and efficient settlement of your claim. We aim to:

  • Register your claim within twenty-four hours of receipt.
  • Assign a Claims Examiner to assess your claim.
  • Acknowledge your claim by e-mail within twenty-four hours of receiving your electronic claim lodgement.
  • Pay a covered claim within ten working days of receiving your claims form and supporting documentation.
  • Ensure a decision maker is available to respond on as needed basis.