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
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 by phone, email or mail:
Phone: +64 800 444 120
Email: complaints@europ-assistance.co.nz
Mail: ANZ Centre: Level 33/23-29 Albert Street, Auckland 1010, New Zealand
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:
Phone: 0800 888 202 or
64 (04) 499 7612
Fax: 64 (04) 499 7614
Address: 10-845 Wellington 6143, New Zealand
Email: info@ifso.nz
Website: ifso.nz
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