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Cover­-More Travel Insurance Review

Updated 18 October 2024
Summary
  • Are you looking to buy Southern Cross Travel Insurance? Our guide covers its standout points, pros, cons, facts and frequently asked questions.
  • Southern Cross Travel Insurance is widely popular, insuring tens of thousands of New Zealanders every year who travel overseas. But is it right for you? ​
  • We’ve included videos to break down the key policies and essential insights, making it easier for you to understand the basics of Southern Cross Travel Insurance and how it keeps you protected. 
  • We do not cover pricing - instead, we compare policies and prices on our various country-specific guides (outlined below). 

Our guide covers:​
Know This First: We compare travel insurance by country/destination. Our guides cover 15 countries and are a useful starting point to get an understanding of how 
We update our example pricing every 180 days, with an extensive number of policies reviewed in our travel insurance comparison guide. We cover: 

​Southern Cross Travel Insurance Policy Facts

To simplify the policies, we present the most important details below:

1. Policy Coverage:

Southern Cross Travel Insurance offers three policy options - International Comprehensive, International Medical and Annual Multi-Trip (popular for anyone travelling frequently to and from New Zealand within twelve months).

The International Comprehensive Plan includes a range of benefits covering:
  • Cancellation and Travel Disruption
  • Medical Events
  • Life Benefits
  • Personal Baggage, Effects and Personal Money

The International Medical Plan only covers:
  • Medical Events (and evacuation, excluding cruise)
  • Personal liability

Video Overview: MoneyHub Founder Christopher Walsh explains the key details of Southern Cross Travel Insurance policies, covering International Comprehensive, International Medical, and Annual Multi-Trip options to help you find the best fit for your travel needs:

2. Pricing and Quotes (Compared to Other Insurers):

Southern Cross is price competitive and top-performing in our extensive price sampling, which covers varying traveller types and 15 countries.​ You can see the results per country below:
Policy Discounts: If you are a Southern Cross member, you automatically qualify for 5% off the policy's total price.

Pre-Existing Medical Conditions: Southern Cross explains these on its website.

Video Overview: MoneyHub Founder Christopher Walsh walks you through how to easily get a travel insurance quote with Southern Cross:

3. Financial Strength of Southern Cross Travel Insurance

Southern Cross Benefits Limited is the insurer behind Southern Cross Travel Insurance. The company has an A-grade financial strength rating given by Standard & Poor's, which is the equivalent of being rated 'strong'. As outlined in our guide to insurer financial strength ratings, a lower rating increases the risk of claim payment issues, but Southern Cross's A-grade status places it among the market leaders, meaning the risk of non-payment is low.

Know This: Most travel insurers outsource the risk to a large overseas insurance company, but Southern Cross does not. This means they pay the claims they approve, not a third-party insurer. Unlike other large travel insurers such as Zurich and Allianz, Southern Cross does not cover any other insurer - you can only buy a Southern Cross policy directly.

4. Claims and Phone Support:

  • ​Emergency assistance is provided 24 hours/7 days a week via +64 9 359 1600
  • Policyholders can claim the Southern Cross Travel Insurance website, although an estimated time for an assessment is not given. 
  • Most claims (except those related to medicine) will normally be settled when the traveller returns to New Zealand. This means if you lose an item overseas, have money stolen, experience a flight disruption or any other misfortune that isn't medical, the standard procedure is to assess your claim when you return home.​

5. Options if Southern Cross Travel Insurance Rejects a Claim:

Every year, many travel insurers reject claims. If you feel the decision is wrong or unjustified, you can file your complaint with Financial Services Complaints Limited (FSCL). 

Travel insurance policies have, historically, made up a large number of complaints formally investigated by FSCL. According to our research, after having their claims rejected, people complain to the FSCL about the following topics:
  • The policy was ambiguous or poorly worded
  • The policyholder failed to disclose certain information.
  • The policyholder did not understand the insurance policy 

If you need to complain, the FSCL will investigate and see if your claim is valid. If it is, it will decide in your favour, which usually means the insurer will pay. However, you won't be successful in your complaint/claim if the travel insurer's original assessment is correct. There is no cost for using the FSCL.

Southern Cross Travel Insurance Pros and Cons

Pros
  • Leading Pricing: Southern Cross consistently offers high value in our most recent price tests - our travel insurance comparison has more details.
  • $0 Excess Option: You can claim with no excess, meaning no out-of-pocket costs when making a claim.
  • Wide Age Coverage: Policies cover travellers up to 100 years old.
  • Direct Claims Management: Claims are handled directly by Southern Cross and are not outsourced to a third party, unlike many other New Zealand travel insurers that use underwriters to process the claims.
  • 24/7 Global Support: Around-the-clock emergency assistance is available worldwide.
  • Member Discount: Southern Cross members receive a 5% discount on their policy.

​Cons
  • Activity Add-ons: You’ll need to purchase extra coverage for skiing, motorbike, moped, or scooter activities.

General Travel Insurance Tips and Insights for New Zealanders Heading Overseas

Travel Insurance is about covering for the unpredictable and unaffordable

  • Many New Zealanders take a risk and say “why would I get travel insurance? I probably won’t use it!”. It’s the “probably” which is the issue, and if disaster strikes, being without cover can be frightening and financially ruinous.
  • Any trip overseas exposes you to unpredictable events; no one can predict the future, and even “safe” destinations expose you to unforeseen risks.
  • We believe travel insurance is about protecting yourself from the things you don’t plan for and don’t want to pay for.​

Be completely honest when buying a policy and, ALWAYS declare ALL medical conditions

Many travel insurers, including Southern Cross, have a good reputation for paying claims, but they are under no obligation to pay you if you lied or withheld information when you applied.

What does 'pre-existing' actually mean?
Generally, a 'pre-existing medical condition' is defined as "any illness or injury which that person is aware of, where, in the last 3 years prior to your travel dates, you have sought, received, been recommended, or are waiting for: 
  1. advice from a health professional, or
  2. tests, investigations or specialist consultations, or
  3. care, treatment, or medical attention including surgery, or
  4. medication or a script for medication
...whether or not a medical diagnosis has been made".

Different insurers and policies have different definitions. Southern Cross does not offer a list of covered/included pre-existing conditions. Instead, Southern Cross asks customers to disclose whatever pre-existing conditions they have for an assessment by their medical team. The medical team will quote separately for the pre-existing condition(s), or inform you that you cannot be covered for one or any of the disclosed conditions.
 
What if I am undiagnosed but have a condition?
Generally, undiagnosed conditions do not fall under pre-existing, unless a 'reasonable person should have been aware of your condition', so if you don't know you have something and get ill later, your claim should be successful.

Our View: To minimise any concern or limited cover, it is best to consult with Southern Cross directly if you have a pre-existing condition.

Check our list of activities that travel insurance generally doesn’t cover, UNLESS you specifically request to add it on

  • If you plan to go beyond the beaten path or do anything else considered adventurous, check that Southern Cross Travel Insurance covers it. If it doesn't, you will be uninsured if anything goes wrong.
  • Most insurers, including Southern Cross,​ specifically exclude activities such as professional sport, contact sport, racing, motorsports, hunting, pot-holing or caving, rodeo, microlight flying or kitesurfing, mountaineering, hiking, trekking or tramping, abseiling or outdoor rock climbing, base jumping, parachuting, paragliding, parasailing, hang gliding, bungee jumping, white water rafting, black water rafting, white water kayaking or land yachting (unless you are with an operator licensed in the relevant country).
  • If you want to ski or ride a moped, scooter or motorbike, extra cover is usually required.
  • Any scams or fraud you fall victim to, self-harm and losses from the breakdown of a family relationship, losses from unknown persons invited to your accommodation (or you visiting the accommodation of persons unknown to you), participating in any prostitution and any unlawful activity are also excluded.

Intoxication or being under the influence of drugs will void your cover

Southern Cross​ Travel Insurance's terms and conditions make it clear - you won't be covered if you are "under the influence or effect of alcohol, solvents or drugs (other than a drug administered or prescribed by a registered medical practitioner, and taken as prescribed), including any conduct
engaged in whilst under the influence or effect of alcohol, solvents or drugs".

What does this mean for day-to-day travel?
  • It's best to behave with caution and be responsible. If you go out at night and lose your bag while intoxicated, Southern Cross Travel Insurance won't cover you.  
  • ​It’s important to have common sense when it comes to alcohol and travel. If you are going to go wine tasting, don’t drive your rental car until you are sober. If you have half a bottle of wine at lunch and then go skiing, you may invalidate your policy. ​​​

Southern Cross Travel Insurance has a bunch of exclusions meaning it will deny a claim if you don't comply - our summary helps you to understand what to be aware of...

The Southern Cross travel insurance policy clearly lists all exclusions. It’s crucial to review them, as Southern Cross will deny any claim related to these excluded events without exception. Examples include:
  • Anything relating to prohibited activities
  • Bankruptcy of a travel agent, airline or any tourism service provider
  • You break the law, or are not honest in your insurance application or claim
  • Travel booked or undertaken after a terminal illness was diagnosed
  • If you are under the influence or addicted to alcohol, solvents or drugs​ during the time of an incident
  • Where you don't follow the directions or instructions given by Southern Cross Emergency Assistance in relation to an incident.
  • Losses from participating in any gambling.
  • Any incident that happens outside of the period of insurance.
  • Travelling to anywhere with a 'do not travel' or 'avoid non-essential travel' has been issued by the New Zealand Government Ministry of Foreign Affairs and Trade.
  • Working overseas – any incidents incurred during work, even volunteer work, undertaken overseas during your journey.

Video Outline: MoneyHub Founder Christopher Walsh highlights some of the common exclusions in Southern Cross Travel Insurance policies, helping you avoid surprises when planning your next trip:

Southern Cross Travel Insurance Frequently Asked Questions

How many people can I include a policy?

You can include up to two adults and nine children on one policy.

Are children covered for free?

Yes - dependent children under 21 years are covered at no additional charge. To qualify, the 'children' must be:
  • Your children, stepchildren, foster children, grandchildren, nieces and nephews
  • Unmarried
  • Under 21 years old at the start date of your insurance
  • Financially dependent on the adults listed on the certificate of insurance
  • Not in full-time employment

Does Southern Cross Travel Insurance cover lost, stolen or damaged luggage?

Yes, this is covered under 'Baggage and personal items'. 

Does Southern Cross Travel Insurance cover cancellation fees?

Yes - unlimited cover is provided for loss of deposits and cancellation of any journey paid in full. But, there are exceptions, and you will need to purchase a policy before you make any bookings to ensure they are covered. You can also increase the cover from the standard $5,000 to $10,000, $20,000 or an unlimited amount, for an additional fee. 

Can I pay to reduce my excess?

Yes - Southern Cross Travel Insurance offers excesses in $250, $100 and $0 - choosing a $0 or $100 excess means the overall policy cost increases slightly (compared to the same policy with a $250 excess).

What is the maximum length of a single trip?

The maximum time is one year (365 days)

What additional extras are there, and how much do they cost?

Am I covered if I go on a cruise?

No - Cruise cover is an optional paid extra that can be added to an International Comprehensive policy.

Am I covered for skiing and my equipment?

No - Ski cover is an optional paid extra that can be added to an International Comprehensive policy.

Am I covered if my tour company collapses?

No - this is a standard exclusion. Southern Cross specifies that there won't be any cover for any 'default or financial collapse of any service provider', meaning if your airline, transport provider, travel agent, or wholesaler, your travel insurance won't cover it. 

I'm not a New Zealand resident - can I buy cover?

Southern Cross only sells travel insurance policies to:
  1. New Zealand citizens or permanent residents
  2. Australian citizens or permanent residents residing in New Zealand
  3. Foreign nationals on a visa or permit which allows you access to all publicly funded health and disability services in New Zealand. The visa or work permit must be valid until after your end date of insurance.

Am I covered to ride a moped, scooter or motorbike?

A standard policy will not cover you for ​any claim related to riding a motorbike, moped or scooter. Southern Cross sells cover as an optional extra, with strict conditions. 

Important: If you plan to ride a scooter, many media stories talk of New Zealanders getting into accidents in Bali and Thailand. Being uninsured is a major risk; in many places, hospital treatment won't be provided if there are no insurances of guarantees of payment.

Does Southern Cross Travel Insurance cover rental vehicle excess?

Yes - you are covered for the insurance excess you are required to pay, as a result of loss or damage to a rental vehicle you have hired, up to $10,000. So, if someone hits you, you hit someone or the car is involved in any type of accident or theft, you will pay the excess to the car insurer and then claim it back from Southern Cross.

How is this a benefit?
  • When you rent a car, a standard excess is usually thousands of dollars/euros/pounds. This puts you at a huge financial risk if something happens to the vehicle.
  • If you wish to reduce it to something much lower, or even zero, the car rental company charges an additional 'insurance' fee.
  • This can be considerable. With this benefit from Southern Cross, you can avoid paying for 'excess protection' or 'excess reduction' insurance when you rent a car, as long as you're comfortable putting a hold on your credit card and paying the excess if you have an incident.

Where is Southern Cross Travel Insurance based?

Southern Cross Travel Insurance's head office is in Auckland.

What is the best way to buy a Southern Cross Travel Insurance policy?

Either online on the Southern Cross Travel Insurance website, or over the phone (0800 800 571, Monday to Friday). If you are insuring for pre-existing medical conditions, it is best to call to explain your situation. 

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