Wednesday, November 16, 2016 12:00:00 PM

Important information for policyholders
relating to the New Zealand earthquake of 14 November 2016

(As at 12 noon on Monday, 14 November 2016, AET)

Around midnight local time on Monday, 14 November 2016, a 7.5 magnitude earthquake struck the north east of the South Island of New Zealand, with powerful aftershocks continuing. Casualties have been reported along with property damage, and some local transport services have been disrupted. The public are to monitor advice by local authorities, including avoiding the centre of Wellington on 14 November.

When you have purchased a policy before Sunday 13 November 2016 at 10:00 pm (AET):
Prior to travel, where you have no option but to change your travel plans because your service provider cancels or restricts services, your policy allows for the lesser of cancellation or rearrangement costs.

If travel has already begun and you have no option but to change your travel plans, your policy will respond where it has the following benefits: medical expenses overseas; travel delay; cancellation costs or additional travel and/or accommodation expenses necessarily incurred and that result directly from a provider cancelling or restricting your scheduled public transport services; withdrawal of services; and loss of personal effects.

For policies purchased after 10:00pm (AET) on Sunday 13 November 2016, cover is not available for claims arising from or in connection with this event, as such events are no longer unforeseen.

We are monitoring the situation and will advise when this position changes. Refer to your providers following service interruptions; they can best assist with making alternative arrangements.

Emergency Assistance and Contacts
If you have an emergency, please contact emergency assistance as soon as possible on +61 2 9234 3123 or +61 2 8256 1523. They are available 24 hours a day, 7 days a week. For the latest travel advice, refer to:

Department of Foreign Affairs and Trade:
Air New Zealand:

Any Questions?
Please contact TID Customer Service on 1300 843 843 or +61 2 8263 0483 or via our website at

Claims Information
In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. To lodge a claim, complete the TID claim form available from TID Customer Service or the TID website at

You should refer to your travel services provider and emergency assistance for direction when services have been delayed or cancelled due to the event; they can best assist you with making alternative arrangements.

  • You must not take any needless risks, and you must do everything you can to minimise and reduce the cost of your claim.
  • Cover will not apply where you have a change of mind or disinclination to travel, particularly where other options are available to keep travelling.
  • Cover will not apply if your pre-paid transport or accommodation is not affected by the event but you choose not to continue with your plans. However, following arrival at your destination, if you then find that your scheduled transport or accommodation has been directly impacted, there is provision to claim.

Customer service

1300 843 843 from Australia or +61 2 8256 1537 from Overseas.

Monday to Friday
9:00am - 6:00pm



Medical Emergencies

Call +61 2 8256 1523 - Worldwide 24/7