Covid travel claims - what to do if it's (unfortunately) positive

17 July 2023

We understand nobody wants to have their wings clipped by the two (dreaded) lines on a Covid-19 test. However, now that we're right in the middle of winter, it's natural cases will be on the up.  So, what should you do if you find yourself with a Covid-19 shaped spanner in your (travel) works?

Below, we guide you through a step-by-step process on what to do if you get Covid-19 before or during your trip and need to make a Covid-19 related claim with AA Travel Insurance and our partner Allianz Partners. 

Positive Covid Test IconYou haven't departed yet

Before departing New Zealand, if you test positive for Covid-19 and you are required to isolate due to the New Zealand government’s local Covid-19 isolation rules, and you cannot commence your travel, the below evidence will be accepted:

  • A self-RAT test recorded on New Zealand's My Covid Record/My Health Account/Ministry of Health Covid-19 website at the time of testing.

There is no cover for lockdowns, changes in government alert levels, quarantine or mandatory isolation applying to a population or part of a population. As with any travel insurance, disinclination to travel due to fear or change of mind is also not covered.

 

Travel insurance 4You are already overseas

Whilst abroad, it is important to note that you should abide by the destination country’s local Covid-19 isolation rules.  For example, if you test positive for Covid-19 while travelling abroad and the destination has limited or no isolation requirements, we expect that you will act according to those requirements.

If there are no Covid-19 related isolation requirements in the country you are travelling in, but you are too sick to complete or continue your journey, you will need to provide a medical certificate from a Registered Medical Practitioner to support your claim (just as you would for any other medical related travel disruption claim).

However, if you test positive for Covid-19 in your destination country and you are required to isolate under current local Covid-19 isolation rules, and cannot complete your travel, then you should (in order to have provision to claim) obtain and submit as evidence the below documents, including but not limited to:

  • A medical certificate from a Registered Medical Practitioner stating how long you are medically unfit to travel for

or

  • A dated supervised RAT or PCR test detailing a Covid-19 positive result in your name. (Large towns and cities abroad typically have Travel Health Clinics that offer supervised RAT tests).

plus

  • Evidence of the isolation requirements in the destination country you tested Covid-19 positive in.

Lastly, if you are denied boarding based on the suspicion that you have an Epidemic or Pandemic disease (please refer to the Policy Wording as a daily limit and maximum benefit applies), in order to have a provision to claim, you need to provide the below documentation as evidence, but not limited to:

  • Written dated confirmation from the public transport provider detailing your denied boarding and the circumstances.

 

Important info

Travel insurance 6 Our partner, Allianz Partners, recognises that the Covid-19 environment and the global response have changed.  Everyone’s situation is unique, and they will reasonably assess every claim with individual merit.

Travel insurance 6If you cannot fulfil the required evidential documentation detailed above, you need to be aware that it is your responsibility to provide as much information as possible that may support your claim.  This may include logical date and location-sensitive, behavioural evidence supporting your claim.

Travel insurance 6Please note, that as with any insurance policy, it is your responsibility to prove you experienced a claimable event. Allianz Partners cannot accept any claims without sufficient evidence.

Travel insurance 6All claims must be of a reasonable nature, this means that it is at a level comparable to the same nature and class as booked for the rest of your journey. For example, you cannot claim for 5-star accommodation if you were originally backpacking. 

 

Insurance contractCase Study

While a single photo of a positive self-RAT test is not considered sufficient evidence, there have been cases where a claim which was submitted without Allianz Partner’s preferred evidence:

The evidence submitted included;

  • Five iPhone photos of RAT self-tests from five days of being ill with Covid.

  • Each RAT test had a different serial number.

  • Each photo had evidence of the date and location it was taken at so we could see that it matched the insured's claimed dates.

  • A copy of a receipt for over-the-counter cold and flu medications.

Understandably Allianz Partners do not offer pre-approvals for any travel disruption claims, as they need time to assess all the relevant documentation and its variables.  Typically for all travel disruption-related claims, you would pay in advance and then submit a claim with the required documentation.

Terms, conditions, limits, sub-limits and exclusions apply and customers considering purchasing a travel insurance policy should read the Policy Wording to check what is and isn’t covered.

If you are unsure at any point in time, please call our Customer Care team or our 24/7 Emergency Assistance service for advice and guidance on your unique situation.

Customer Care team (Allianz)

+64 9 486 0048

We're available Monday to Friday, 8:30am-5pm

24/7 Emergency Assistance service 

Worldwide................+64 9 486 6868

Australia toll free.....1 800 554 114

UK toll free................0808 589 3893

USA toll free.............1 800 326 1543

 

More information

AA Travel Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA), are issued and managed by AWP Services New Zealand Limited trading as Allianz Partners and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia) ("Hollard"). You should consider the Policy Wording before making any decisions about this insurance policy. Terms, conditions, limits, sub-limits and exclusions apply. 

Financial Strength Rating

The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia), ("Hollard"), has been given a financial strength rating of A (Strong) issued by Standard and Poor's. View the full details on the Financial Strength Rating.

An overseas policyholder preference applies. Under Australian law, if The Hollard Insurance Company Pty Ltd is wound up, its assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on The Hollard Insurance Company Pty Ltd’s Australian assets to satisfy New Zealand liabilities.

Financial advice

The New Zealand Automobile Association provides general information about AA Travel Insurance products and services so that you can make a choice that best meets your needs. Information provided does not take into account your personal circumstances, needs or goals and is not intended to be financial advice. If you'd like to receive financial advice, you can get professional advice from a registered financial adviser.