Emergency Assistance

QBE's in-house travellers' assistance team has been providing assistance to travellers in need since 1992.

QBE Assist is a team of trained medical and insurance specialists available 24 hours a day, 7 days a week, whenever and wherever you need them.

The QBE Assist team support you with:

• Medical Advice and Assistance
• Medical Evacuation if required
• Urgent messages to your family
• Assistance with replacement of lost tickets
• Re-scheduling of travel plans disrupted through document loss, or theft or medical emergency at home or overseas
• Introduction to lawyers for advice and representation in the event of unlawful detention

To contact QBE Assist

From countries where toll free numbers are not available, call reverse charge via the operator:

If you are in the following countries please use the toll free numbers listed below to contact us:

When you call QBE Assist, they will need to know:

• Your Insurance Policy Number (included in your Air New Zealand electronic itinerary confirmation)
• Telephone numbers to contact you

Obtain reports and keep receipts

If you intend to lodge a claim, reports from doctors, police, airlines and receipts for purchases and expenses that you will claim for, will be required in order to claim. Ensure you keep all receipts and obtain copies of any reports.

For When Things Go Wrong

Need To See A Doctor or Dentist?

Obtain a recommendation from friends, relatives or the place where you are staying. Obtain a report from the physician or dentist stating the nature of the condition and the cause. Contact QBE Assist as soon as possible. Keep receipts for payments made and submit a claim form when you return.

Hospitalised?

Call QBE Assist immediately so that they can monitor your condition and liaise with the hospital and if necessary arrange to have you brought home by their QBE Assist Medical team.

When you call QBE Assist will need to know names, phone and fax numbers for:

• The Hospital
• Your treating Doctor
• Your local Doctor at home
• Your travel partner and/or relative/friend at home

Is your luggage delayed by the carrier?

Immediately advise the carrier and obtain written acknowledgement from them that you have reported that your luggage has not arrived. If it has been delayed for 12 hours and you need to purchase essential clothing and toiletries please keep all the receipts so that you can claim for them.

Lost something or had it stolen?

You will need to report the loss or theft to the police or the responsible officer (i.e. - aircraft, vessel, train, motor coach or hotel representative) within 24 hours of noticing the loss and obtain a written report.

Lost Credit Cards/Travellers Cheques?

Because of privacy requirements you will need to call any credit card/travellers cheque issuers directly in order to cancel the card/cheques and arrange for replacements:

Lost Airline/Travel Tickets?

The quickest way to replace your tickets is to contact a local office of your airline/tour operator or to call your Travel Agent. If you still have difficulties please call QBE Assist and they will assist you.

Lost Passports/Visas?

Contact the local Embassy or Consulate or alternatively call QBE Assist and they will advise you about what to do to arrange replacements.