Search the site
Are you looking for something specific ?
Before your trip, check the latest government advice for any travel alerts for your destination. See alerts here
Before your trip, check the latest government advice for any travel alerts for your destination. See alerts here
Welcome to Europ Assistance New Zealand’s Policy Hub. Here you can find our latest policies about our travel insurance products and additional services and support for our travellers.
Cancelling within the Cooling Off Period
All our polices have a Cooling Off Period within which you can cancel your policy and get a full refund.
What is the impact of cancelling my policy?
You should be aware that if you cancel your policy, this will also cancel your rights under the policy’s coverage, such as the ability to make a claim, or seek emergency assistance on your travels. You should consider carefully the implications before you request a cancellation and refund.
If you have already made a claim, or intend to make a claim, you can not cancel the policy as you will lose your right to claim.
Cancelling outside the Cooling Off Period
You can still request a cancellation of your policy after the cooling off period. We will take into account with this request if the policy has been used in any way – for example if you have:
How do I request a cancellation or refund of my policy?
To ensure your request is dealt with as quickly as possible, please refer to the details outlined in your Product Disclosure Statement that was sent to you by email when you purchased the travel insurance. Can’t find the email?
For our partner brands, please contact us on +64 800 444 120 or email equiries@europ-assistance.co.nz
At Europ Assistance New Zealand, our customers are at the heart of everything we do. We’re committed to supporting you with empathy, fairness, and care.
If something hasn’t gone to plan, we want to hear about it. Your feedback helps us improve and ensures we continue to deliver the service you expect.
How to contact us:
Our Customer Complaints Policy explains how you can make a complaint and what you can expect from us. We aim to make the process as smooth as possible by being accessible, responsive, and transparent.
If we haven’t resolved your complaint within 60 calendar days, or if you’d prefer to escalate it sooner, you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO). IFSO provides a free, independent service for customers and certain third parties under its Terms of Reference.
IFSO contact details:
The New Zealand Relay is a free, government-funded service that enables people with hearing and speech communication difficulties to use the phone. It provides services for people who are Deaf, deafblind, hard of hearing, and speech communication difficulties.
For more information, please visit New Zealand Relay.
Europ Assistance New Zealand’s underwriter Mitsui Sumitomo Corporation is a Member of the Insurance Council of NZ Incorporated.
As such Europ Assistance New Zealand adheres to the Fair Insurance Code which aims to raise the standards of practice and service in the insurance industry, improve the way the claims and complaints are handled and encourage professionalism in the insurance industry. Further information about the Code can be found here: icnz.org.nz