New Zealand
Welcome to Europ Assistance New Zealand Policy Hub. Here you can find our latest policies about our travel insurance products and additional services and support for our travellers.
To know more about how Europ Assistance can help with your Travel Associates Travel Insurance policy, read through our policies and procedures available below.
What to do if you’re unhappy with our service
We are committed to resolving your complaints and expressions of dissatisfaction with care. Whether the complaint or feedback is about our products or service, we can help.
Complaints are an important way to learn from our customers’ experience and help prevent similar events from occurring in the future. This will improve product features and the overall claims experience.
Europ Assistance is committed to:
At Europ Assistance, the satisfaction of customers is our utmost priority. The quality of our service is important to us, which is why we strive to constantly improve our quality level.
Europ Assistance Australia (EAA) NZBN 9429051834036 (holds a binding authority from the insurer, Mitsui Sumitomo Insurance Company Limited (MSI), NZBN 9429039809810, to issue contracts of insurance and to deal with or settle claims on MSI’s behalf and as MSI’s agent.
MSI is a signatory to the Insurance Council of New Zealand Fair Insurance Code. This 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.
The logo is an assurance that the insurance company you are dealing with has high standards of service and will act honestly, fairly, transparently and with the utmost good faith towards you.
Further information about the Code can be obtained from https://www.icnz.org.nz/.
What to do if you have a complaint
If you have a complaint about our products, services, employees or our handling of a complaint or any other dissatisfaction, please contact us:
Phone: +64 9 872 5001
Email: complaints@europ-assistance.co.nz
Mail: ANZ Centre: Level 33/23-29 Albert Street, Auckland 1010, New Zealand
If your complaint remains unresolved
Customers whose complaint remains unresolved, have the option to lodge a complaint with the Insurance & Financial Services Ombudsman (IFSO) at any time, free of charge.
You can contact IFSO on:
Cooling Off Period
When purchasing our travel insurance, we offer a 21-day cooling-off period in case you change your mind. If you decide this cover isn’t suitable, you can cancel your policy within 21 days of purchase, provided:
Simply contact your issuing agent to request a cancellation, and we’ll provide a full refund of your premium. Please note that once a policy is cancelled, it cannot be reinstated or used.
Cancelling Outside the Cooling Off Period
If you cancel your policy after the 21-day cooling-off period or once your trip has started, we may refund part of your premium for the remaining cover period. This refund will exclude any government charges and taxes we can’t recover, and you must not have made a claim or used the policy.
The date of cancellation will mark the end of your policy, and no further cover will apply.
