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Travel insurance claims support
At Go Insurance we make sure that you get the claims support when it matters. Learn how to submit a claim, what documents may be required and where to get help from our claims team.
This page explains how to notify us of a claim, what documents may be needed and who to contact if you need help.
Before you submit a claim
Keep receipts, invoices, reports and booking documents
Contact emergency assistance if you need urgent help while travelling
Notify us as soon as practical after the event
Check your Policy Wording for terms, limits and exclusions
Need urgent help while travelling?
If you are travelling and need urgent medical, hospital or emergency travel assistance, contact our Emergency Assistance team as soon as possible.
Go Insurance works with On Call International, a trusted global emergency assistance provider available 24 hours a day, seven days a week. Their experienced team can assist with urgent medical support, hospital admissions, emergency evacuations and other travel emergencies while you are travelling.
Emergency assistance is different from making a claim. Emergency assistance provides immediate support during an emergency, while our claims team can assist with lodging and assessing your claim after the incident.
Any costs, expenses or claims remain subject to the terms, conditions, limits and exclusions of your policy.
For general claims enquiries
For non-urgent claims questions, contact the Go Insurance claims team during business hours.
How to make a claim
Follow these steps to help us assess your claim as efficiently as possible.
Gather your documents
Collect invoices, receipts, booking confirmations, medical reports, police reports or other documents relevant to your claim.
Complete your claim form
Complete the relevant claim form and include as much detail as possible about what happened.
Submit your claim
Send your completed claim form and supporting documents to our claims team.
Assessment and outcome
Our claims team will review your claim and contact you if further information is needed.
Documents you may need
The documents required will depend on the type of claim.
Travel itinerary and booking confirmations
Receipts, invoices and proof of payment
Airline, accommodation or travel provider correspondence
Refund, credit or reimbursement information
Additional documents may include
Medical reports or hospital documents
Police reports or property irregularity reports
Photos, repair quotes or replacement estimates
Written statements or other supporting evidence
Important claim timeframes
Claims should be notified within 30 days of the earlier of your return to New Zealand or the expiry of your policy.
Early notification helps us assess your claim more efficiently and lets us tell you what supporting documents may be required.
Before you submit your claim
The more information you provide, the easier it is for our claims team to review your claim.
Explain what happened and when it happened
Include all relevant supporting documents
Tell us about any refunds, credits or reimbursements received
Keep copies of everything you submit
What happens next?
Once your claim is received, our claims team will review the information provided and assess the claim in line with the Policy Wording.
If additional information is required, we will contact you and explain what is needed.
Frequently asked questions
How long does a claim take?
Claim timeframes vary depending on the complexity of the claim and whether all required documentation has been provided.
What if I do not have all my documents yet?
You can still notify us of your claim. Our claims team will advise what information may still be required.
Do I need original receipts?
Where possible, provide original receipts or clear copies together with proof of payment.
Can someone help me complete the claim form?
Yes. Contact our customer support team if you require assistance.
What happens if more information is needed?
The claims team will contact you and explain what additional information is required.
Need help with a claim?
For non-urgent claims questions, contact our claims team.