What does “passports, travel documents and bank cards” cover?


Say you’re doing the whole New Yorker experience, and you’re people-watching in Central Park when you get knocked in the side of the head by a frisbee. When you come to, there’s a couple of concerned (real) New Yorkers trying to wake you up, and check you’re okay. Unfortunately, they weren’t the first to respond, there was someone else who stole the moment to nick your credit card and passport out of your jacket…

What you need to know.

If that just happened to you, you might be relieved to hear that there is cover for costs to replace your passports, travel documents or bank cards if they are lost, damaged or stolen – as long as the cause of their loss was unexpected and outside of your control.

What you need to do to claim.

  1. Report any theft to police within 24 hours of the incident, and include a copy of the police report with your claim.
  2. If it happened at a hotel or whilst you were travelling, make sure you report any theft to the hotel manager or transport provider, and include a copy of their report when you make a claim.
  3. Keep receipts for all the costs you have to pay towards organising and getting your replacement documents, passport or bank card, and provide them with your claim.

What you need to do if you your passport is stolen, lost or damaged:

You must tell NZ authorities ASAP if your passport has been stolen, lost or damaged.

If you need to travel the same day, or within 2 days –

you should call them immediately on 0800 22 50 50 (if you’re in NZ), or on + 64 4 463 9360 (if you’re overseas). For more information on urgent passports, especially if you need assistance after normal business hours, refer to their official site at www.passports.govt.nz/passport-costs/.

If you need to travel within 3 days –

you can apply for an urgent passport online (click here to apply) and pick it up from the Department of Internal Affairs offices in Auckland, Wellington, Christchurch, Sydney or London.

If you don’t need to travel urgently but you still need a replacement passport –

you can apply online, (click here to apply). Depending on where you are located and how much time you have before you need to leave, it may be worth phoning ahead to see how long it will be likely to take, including courier delivery to you. A standard passport is usually processed within 10 days plus time for delivery, whereas an urgent passport is processed in up to 3 working days plus time for delivery.

To report the loss, theft or damage of your passport you’ll need to tell them:
Your passport number (call them if you don’t know it).
When it was lost, damaged or stolen.
Where it happened (city and country).
What happened.
The police report reference number (if you have it).

To replace your passport online you need:
A digital photo – taken in the last  6 months, in colour, as a .JPG or .JPEG file
Referee details of another New Zealander with a current passport – their passport number, name, phone number, and their date of birth.
A credit card, debit card, or prezzi card to make payment. They don’t take eftpos, Paypal or electronic bank transfer.

Check out the NZ Department of Internal Affairs site for more about lost, stolen or damaged passports.

What you need to do if your travel documents are stolen, lost or damaged:

Call your airline, or scheduled transport provider as soon as you can to find out what your options are. They all have different policies, so you may need to pay an additional fee to reprint your tickets or in the worst case scenario, you might have to buy new tickets. You will also need your passport or another form of official ID like a drivers license, so they can identify that you are who you say you are.

What you need to do if your bank cards are stolen, lost or damaged:

You must contact your bank immediately, so they can freeze transactions on your accounts that are linked to those cards. Our policy does not cover money stolen from your accounts. Your bank will be able to help and advise what you can do to further protect yourself.

You won’t be covered if…

  • You don’t take precautions to secure these important items, that includes if you don’t use a safe or locker provided by your hotel or accommodation provider.
  • If you don’t carry your passport, travel documents or bank cards on you when you travel, you won’t be covered. Never store these critical items in your checked-in luggage, an overhead locker, or under your seat.
  • There’s no cover if you leave these items in a car overnight.

An excess applies.

There is an excess of $100 per unexpected event. So you won’t get any money back if you claim for replacement costs that are worth less than $100 in total.

Click here for more about excesses, what they are and when you have to pay them.

Please remember…

Take care of your passport, travel documents and bank cards. Keep them out of others’ reach because even when we cover the replacement costs, we can’t give you back your holiday time. It can be a real hassle to deal with and the last thing you probably want to do is waste good holiday time on paperwork and waiting at post offices, internet cafes, banks or embassies!