Frequently asked questions

Any further questions?

Is cover available anywhere in the world?

Please refer to the Destination Exclusionsfor a list of countries which are not covered.

Who can apply for Good2Go insurance?

To be covered you must be either a New Zealand citizen or New Zealand permanent resident, hold a New Zealand Passport, and intend to return to New Zealand upon completion of your travel.

Also, the policy holder must be 18 years of age or older.

If you hold dual citizenship/residency and are travelling to the country where your other citizenship is held you cannot take out Good2Go cover.

Non Residents of New Zealand can get cover solely for their travel in New Zealand, if the New Zealand Non Resident Policy is purchased in New Zealand after arrival.

Which plan should I choose if I'm travelling to more than one country?

If you are travelling to more than one country you should choose the highest plan that includes one of your destinations. For example, if you are travelling to Australia, the United Kingdom and the United States, you should choose Plan Area A because the United States is referenced under Plan Area A.

Please refer to the Destination Exclusionsfor a list of countries which are not covered.

What if I'm just stopping over in a higher-plan country?

If you are stopping over in a higher-plan country on your way to a lower-plan country you should choose the lower plan. The definition of a stop-over is less than 72 consecutive hours in that country. (Your plan benefits will apply to all claims, including those that occur in the higher-plan country.) However, if you intend to stop over for more than 72 hours in a Plan A country, you should choose Plan Area A.

Please refer to the Destination Exclusionsfor a list of countries which are not covered.

How much cover do I receive for my selected Insurance Type?

• Regardless of the Insurance Type selected (i.e. Individual or Family) the maximum benefit amounts payable for each person covered under the policy are shown in the Individual Table.
• If you have selected the Individual Plan the maximum benefit amounts payable for all persons covered under the policy are as shown under the Individual Table.
• If you have selected the Family Plan the maximum benefit amounts payable for all persons covered under the policy are as shown under the Family Table.

To view the benefit amounts applicable for the two Insurance Types please check out our comparison table.

I am travelling alone with my children - are they covered under my Individual Policy?

Yes, unless you have purchased the Multi Trip Policy. Our other Polices (except New Zealand Cancellation) allow your accompanying children to be covered under an Individual Policy as long as they meet the definition of ‘dependent children' in the policy document, ie:

“Your Child who is dependent upon You or any other person for financial support and is Travelling with You”.

Please note that your policy aggregate limit will be those limits listed under the Individual Plan Policy.

Under the Multi Trip Policy if you have selected the Single Policy only you are covered.

Under New Zealand Cancellation Insured Persons are not identified as you are insuring the value of the trip that may involve one or more family members (ie you, your spouse and/or dependant children).

Can I cover my parents under a Family Policy?

No.

You will need to buy an additional policy for your parents.

A Family Policy is designed to cover two adults (a spouse or de-facto partner) and their dependent children, and if the International Comprehensive Policy is selected, two additional unrelated children.

Can I include my grandchildren under a Family Policy?

Yes. Your grandchildren must be aged under 21 years old, and must be financially dependent upon their parents or grandparents. Two additional unrelated children who are under 21 years of age and financially dependent on their parents may also be covered.

Can I insure items worth over $1,000?

Yes, if you select the International Comprehensive Policy or Multi-Trip Policy, you can insure some specified personal items worth over $1,000 ($2000 for video cameras) by paying an additional premium:

• You can insure specified personal items or sets of items for up to $5,000 each. A set of items is treated as a single item, for example a pair of earrings, a set of golf clubs or a camera and accessories.
• You can insure items or sets of items worth over $5,000 but these will only be covered for $5,000.
• The maximum total for all specified items or sets of items is $15,000.

What about bikes and surfboards?

You cannot specify bikes or surfboards. The most these items can be covered for is $1000.

Can I extend my Policy while I'm overseas?

Yes, you may be able to extend your cover up to the maximum period for the policy you have chosen. This is at the discretion of the Insurer at the time and special terms and conditions may apply.

For convenience and peace of mind, however, it is best to try and select the right policy period before you leave.

You will need to contact Good2Go to arrange this extension at least one week before your current policy expires.

Will I get a refund if I cancel my policy?

Cancellation within 7 days of buying your policy (i.e. during the cooling off period)

If before you depart you cancel your policy in writing to American Home Assurance Company (New Zealand Branch) (AHAC) within seven days of purchasing, we will refund your premium in full, as long as you have not made any claim under your policy less any pre-existing medical condition surcharge.

Cancellation after your cooling off period

If you cancel your policy outside the 7 days cooling off period and less than seven days before your departure date, then providing you have not made any claim under your policy we will refund your premium less any pre-existing medical condition surcharge and at our sole discretion a $50 administration fee.

Cancellation after you depart

You cannot cancel your policy after your departure.

If I get my Pre- Existing Medical Condition assessed 4 months prior to my travel date and it is accepted am I covered for my trip?

Our Medical Assessor will advise at the time if further assessment is required. Initially you may only be covered under the Cancellation Section 1 - Part A of the policy subject to a further assessment for the other sections of the Policy prior to departure. Our Medical Assessor will inform you of the requirements and timing of any subsequent assessment.

I'm going on my OE - can I get cover?

Yes, as long as you have a return ticket.

Remember that you cannot extend beyond the maximum cover period applying to your policy, and unless approved by us prior to your departure date manual work is excluded.

I don't have a return ticket - can I still get cover?

Yes, as long as you are intending to return to New Zealand. If we have to arrange for your return to New Zealand and you do not hold a return ticket we may deduct the cost of your return ticket from your claim amount.

I'm moving overseas to live - can I get cover?

No. Good2Go travel insurance is not available for people moving overseas to live, or for any other one way journey.

I have a family member coming over from Australia - can they get Good2Go cover?

No. Good2Go travel insurance is only available for non residents when the New Zealand Non Resident Policy is purchased in New Zealand, solely for the purpose of covering travel within New Zealand.

I plan to go mountaineering on my trip - am I covered?

No. Under the General Exclusions section you are not covered for hazardous sports and activities, including mountaineering involving climbing equipment.

For more detailed information, please refer to your policy document or call our friendly Good2Go team on 0800 600 260.

What exactly is a hazardous activity?

Generally it is an activity that exposes you to injury claims or danger, and includes category of risks similar to those mentioned in the Policy exclusions. Examples include rock-climbing, equestrian, trekking in Antarctica, extreme sports, private white water rafting and commercial activities not open to the general public.

If you are unsure please refer to your policy document, or call our friendly team on 0800 600 260.

What about bungee jumping, white water rafting or scuba diving?

Bungee jumping and white water rafting (grades 4 and less) are normally covered by Good2Go polices, providing these activities are conducted by a genuine licensed commercial operator. Black water and grade 5/6 rafting are considered extreme risk activities and as such would not be covered by Good2Go.

Always check before you go that the operators are experienced, have good equipment and take safety seriously.

Scuba diving is covered only if you hold an open water diving certificate or are diving with a qualified instructor. No cover is provided if you are diving alone.

Am I covered when on an overnight boat or sailing trip?

You are covered for overnight travel on cruises and ferries. However, any other kind of overnight boat trip must be declared and approved in writing by Good2Go before the activity takes place. Special acceptance terms and conditions may apply. If you are unsure, please call our friendly team on 0800 600 260.

Is there an excess on each claim?

Yes. Each Good2Go policy has a standard excess of either $75 per claim for the International Comprehensive Policy, or $100 per claim under all our other Policies.

A $20 excess applies on NZ Cancellation Policy claims.

Can I take out a higher excess to reduce my premium?

Yes, you can also choose to reduce your premium by selecting a higher excess amount (unless you have selected the NZ Cancellation Policy).

Options:

$150    reduces your base premium by 5%

$250    reduces your base premium by 12%

$500    reduces your base premium by 20%

The higher excesses apply to additional covers such as Specified Items, Pre-Existing Medical Conditions and Rental Vehicle excess.

Can I arrange a no-excess policy?

Yes. Under the Good2Go International Comprehensive Policy you can ‘buy-out' the excess. However, this will increase your premium and will not apply to Specified Items or Pre-Existing Medical Conditions claims, where the applicable excess to these covers remains at $75.00.

How do I make a claim?

Full details of how to make a claim are outlined in your policy document. To download a claim form, please click here.

When you make a claim we will tell you in plain language what information we need and what you need to do. We will respond promptly to any requests you make for help with your claim to consider and assess your claim in a timely fashion. For more information on the Good2Go claims approach and service please click here.

If you need help when travelling overseas you can call Travel Guard™ 24 hours a day from anywhere in the world on +64 9 359 1645. Please call reverse charge where this service is available. Our highly trained team of assistance personnel (including medical professionals) are available to help you with medical emergencies and other travel-related problems.

What should I do if I am unhappy with the outcome of my claim?

We are committed to handling any complaints about our products or services efficiently and fairly:

• If you have a complaint you should first contact our Travel Claims Supervisor by phone (+64 9 355-3112) or email.
• If you feel your complaint has not been satisfactorily resolved, you may request that your matter be reviewed by our Claims Review Panel, who will respond within 15 working days. Write to:
  
  The Claims Review Panel
  c/- The NZ Claims Manager
  American Home Assurance Company
  PO Box 1745
  Auckland 1001
   
• If you are unhappy with the Panel's decision, you may address your complaint to:
  
  The Insurance and Savings Ombudsman (ISO)
  PO Box 10 845
  Wellington

Any further questions?