Frequently asked questions

Your travel insurance basics

 
What is Singapore Airlines Travel Insurance?

Singapore Airlines Travel Insurance is a travel insurance product designed for eligible Singapore Airlines passengers. 

 

Singapore Airlines Travel Insurance is 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 travel insurance policy. Terms, conditions, limits, sub-limits and exclusions apply.

Who can purchase Singapore Airlines Travel Insurance?

To be eligible for cover under the Singapore Airlines Travel Insurance, you must be a New Zealand *resident or **temporary resident travelling internationally from New Zealand. 

*Someone who is a New Zealand citizen or someone who holds a valid New Zealand residence class visa.
** Someone who holds a temporary visa or permit which allows them to access all publicly funded health and disability services in New Zealand.

How can I purchase Singapore Airlines Travel Insurance?

Singapore Airlines Travel Insurance is available to be purchased on singaporeair.com. Travel insurance may be included while booking your flight on singaporeair.com or added via Manage Booking.

Your travel insurance benefits

 
When does my Singapore Airlines Travel Insurance coverage begin and end?

Cover under Trip Cancellation Coverage starts once a Certificate of Insurance has been issued to you and the required premium is paid. Cover for all other sections begins when you leave your normal place of residence in your country of origin to start your trip. The period of insurance continues until the coverage end date shown on your Certificate of Insurance or until you return to your normal place of residence, whichever is the earlier date.

What benefits are available under this travel insurance policy?

We offer comprehensive travel insurance coverage. Please click here to go through our summary of benefits.

Can I add travel insurance to my booking if I have a pre-existing medical condition?

You can still add travel insurance to your itinerary if you have a pre-existing medical condition however it is important to note that your pre-existing medical condition(s) are NOT covered, and you are NOT able to apply to have your condition(s) covered. 

Pre-existing medical condition means:
Any medical or physical conditions, injuries, signs, symptoms or circumstances:

a) which you are aware of, or ought to have been aware of; or
b) for which advice, care, treatment, medication or medical attention has been sought, given or recommended; or
c) which have been diagnosed as a medical condition or illness, or which are indicative of an illness; or
d) which are of such a nature to require, or which potentially may require medical attention; and
e) which are of such a nature as would have caused a prudent, reasonable person to seek medical attention prior to the start date of cover under this policy.

The illness, injury, or medical condition does not need to be formally diagnosed in order to be considered a pre-existing medical condition.

This definition applies to you, your family members, travelling companions and any other persons on whom your trip depends.

Your Covid-19 coverage

 
What are the key benefits for Covid-19 coverage under the Singapore Airlines Travel Insurance Policy?

Key benefits for Covid-19 coverage are:

  • Up to NZD 500,000 for Overseas Emergency Medical and Dental Coverage
  • Up to NZD 10,000 for Trip Cancellation due to contraction of Covid-19

Terms, conditions, limits, sub-limits and exclusions apply.

How can passengers file for a claim?

To file for a claim, please visit the Claim Portal. This will take you to our online claims notification service where you can complete an online claim form. Alternatively, please call +64 486 68 68 or email to claims@allianz-assistance.co.nz

After purchasing your policy

 
Where can I get the full Policy Wording of my Singapore Airlines Travel insurance policy?

Your Policy Wording is available on singaporeair.com and also attached within the confirmation email you received from Allianz Partners.

What should I do if I did not receive the confirmation email?

If you did not receive your confirmation email, you should contact our Customer Services team by calling 0800 800 048 from Monday to Friday between 8.30am and 5pm or email help@allianz-assistance.co.nz

I have updated my Singapore Airlines flight booking. How can I change the details of my Singapore Airlines Travel Insurance policy?

Please contact us to make the corresponding changes to your travel insurance policy. You can contact our customer care team by calling 0800 800 048 from Monday to Friday between 8.30am and 5pm or email help@allianz-assistance.co.nz

Can I cancel my travel insurance policy and receive a refund?

If you are not completely satisfied with the extent of cover provided by this policy, you may cancel this policy within 14 days after you are issued with your Certificate of Insurance. You will be given a full refund of the premium you have paid, provided you have not started your trip and you do not wish to make a claim or exercise any other right under the policy.

After the cooling-off period, you can still cancel your policy but we will not refund any part of your premium if you do.

You can call us on 0800 800 048 from Monday to Friday between 8.30am and 5pm or email help@allianz-assistance.co.nz

What should I do if I need medical assistance while travelling?

Please call our 24-hour emergency assistance number +64 9 486 68 68 if you need medical assistance while travelling. This service is provided by Allianz Partners own emergency assistance centre.

If you require hospital treatment, please ensure that you keep your receipts and medical reports when you return to New Zealand.

What should I do if I have a complaint in relation to this insurance?

Please call us on 0800 800 048 or put the complaint in writing and send it to The Dispute Resolution Department, PO Box 33–313, Takapuna, Auckland 0740, New Zealand, or email your complaint to DisputeResolution@allianz-assistance.co.nz. We will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedure.

We are registered by law with an independent, external dispute resolution scheme. To obtain a copy of our External Dispute Resolution process, please contact us.

If your complaint or dispute is not satisfactorily resolved, we will provide you with information on our External Dispute Resolution provider.



 



Singapore Airlines Travel Insurance is 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 travel insurance policy. Terms, conditions, limits, sub-limits and exclusions apply.

 

The Hollard Insurance Company Pty Limited – Financial Strength Rating and Overseas Policyholder Preference Disclosure Notice
The Hollard Insurance Company Pty Ltd has a financial strength rating of A- (Excellent) issued by A.M.Best Company Inc. 

The rating scale in summary form is:

A++, A+ (Superior)
A, A- (Excellent)
B++, B+ (Good)
B,  B- (Fair)
C+, C (Marginal)
C, C- (Weak)
D (Poor)
E (Under Regulatory Supervision)
F (In Liquidation)
S (Suspended)

Further information on these ratings is available here: www.ambest.com/home/ratings.aspx

 

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.