Important advice: New Zealand earthquakes

Updated Tuesday 22 November, 2016

We have now lifted the embargo on insurance cover associated with the New Zealand earthquake, which we notified our customers about on 14 November, 2016.

What this means for you?

If you purchased your policy after 12pm, Tuesday 22 November, 2016, there is no longer any embargo on claims arising from this event.

Please refer to the PDS for full details of your cover.

Our thoughts go out to all those affected by the New Zealand earthquake overnight. We’d like to assure our customers that QBE is closely monitoring the situation there and the effect it may have on your travel plans.

We know there are potential impacts to travel and transport in and around the regions affected, so please contact your travel provider for the latest information. There are also reports of further aftershocks, so please remain cautious. The New Zealand Department of Foreign Affairs and Trade has issued information, which can be found here:

If you have immediate concerns please do not hesitate to contact QBE Assist on +61 3 8523 2800; email: or visit for travel information updates on travel to New Zealand.

I have already purchased a policy, what does this mean for me?

If you are planning a trip to New Zealand or have already departed, this event may affect your cover.

Please note if you purchased your policy after 1.01pm AEDT, Monday 14 November, 2016, there is no cover for any claims arising from this event.

I’m overseas and affected

There is provision to cover the following:

  1. Additional costs from changes to travel plans including accommodation, food and transport expenses if your pre-paid scheduled public transport services or pre-paid tour have been cancelled or restricted because of the New Zealand earthquake.

I’m yet to depart

There is provision to cover the following:

  1. Amendment costs or cancellation fees if you are scheduled to depart on or after 1.01pm AEDT Monday, 14 November 2016 and your transportation was cancelled or delayed. There is provision to claim cancellation costs or additional costs to defer or reschedule, provided the additional cost is not greater than the cancellation fees or lost deposits which would have been incurred had the trip been cancelled. We will update this advice as more information is available.

If you are uncertain about how you may be affected, please contact QBE customer service for clarification prior to making any changes to your travel arrangements.

Making a claim

Making a claim on your travel insurance policy can be made once you are back home by contacting QBE. But while you are on your journey, it’s important to remember that:

  1. We require you to take all reasonable steps to minimise your claim. In most cases, airlines and travel agents are able to facilitate this. We recommend you contact your airline, cruise company or travel agent for assistance with your plans in the first instance.
  2. It helps us to process your claim if we have itemised receipts for your overseas medical and additional accommodation and transport expenses. Medical and admission/discharge reports from hospitals you visit are also useful. Please keep these if you can.
  3. Claims can be lodged while you are away or on your return home. You can complete a claim form online at or contact QBE claims directly.

Contact us

QBE Claims +61 3 8523 2777
QBE Customer Service +61 3 8523 2777
QBE Assist medical and emergency +61 3 8523 2800