StudentSafe + Travel Insurance

Frequently Asked Questions

Medical FAQs
Baggage FAQs
General FAQs

Christchurch Earthquake Update 06/09/2010
Please click here for information relating to the recent earthquake in the Christchurch area on Saturday 4th September, 2010.
Medical FAQs
Q: Does this policy cover me if I have an accident?
A: You are covered by the Accident Compensation Corporation (ACC) if you suffer an accident/injury. You need to complete an ACC form when you go to the doctor or hospital and ACC will cover a portion of the total cost. However you may be able to claim on your StudentSafe policy for the portion not covered by ACC.

Q: I have a pre-existing condition. Is it covered?
A: No, there is no automatic cover for pre-existing conditions.
Pre-existing condition/s means a condition, you or any other person on whom your travel depends;

is aware of or ought to aware of; or
for which advice, care, treatment, medication or medical attention has been sought, given or recommended; or
which has been diagnosed as a medical condition, or a Sickness or which are indicative of a Sickness; or
which are of such a nature to require, or which potentially may require medical attention; or
which are of such a nature as would have caused a prudent, reasonable person to seek medical attention prior to the start date of your policy.

Cover can be arranged in certain circumstances for these conditions on application to Vero Insurance. If you require cover for a pre-existing medical condition you can apply for cover by completing a medical risk assessment form available on the University website by clicking here.

Q: Can I claim for visits to the Doctor?
A: Yes, if you receive treatment from a registered medical practitioner and your treatment does not relate to a condition or symptom that you had before the start date of your policy. You may be asked to supply a medical report to support your claim. However, you must be aware that some conditions are not covered by the policy.

Q: Can I claim for Prescriptions?
A: Yes, you can claim for medicine if it has been prescribed by a registered medical practitioner and is obtained from a registered pharmacist. You will need to supply a medical report to support your claim. However, you must be aware that some conditions are not covered under the policy - we do not pay for medicine that is for these conditions. These conditions are found in the General Exclusions.

Q: Can I claim for the cost of contraceptives?
A: No, contraceptive costs of any type, cannot be claimed under the policy.

Q: I am pregnant, am I covered?
A: No, childbirth or pregnancy is not covered unless they arise from medical complications that occur before the end of the 28th week of your pregnancy (based on the estimated confinement date provided by your registered medical practitioner).

Q: Can I claim for specialist treatment or acupuncture, physiotherapist, chiropractic, osteopath or traditional Chinese medicine treatment?
A: Yes, you can claim up to $500 during the period of insurance if your doctor has referred you to the practitioner and the treatment is considered medically necessary. However, we will not reimburse you for traditional Chinese medicine treatment or any other treatment carried out by a person who is not a registered medical practitioner.

Q: I have a toothache - can I claim for this?
A: Your StudentSafe-University policy covers you for the relief of unexpected, acute dental pain up to a maximum amount of $500. You will need to supply a dental report to support your claim.
However you are not covered for normal dental maintenance including fillings, root canals, polishing and scaling, wisdom teeth extractions, replacement due to loss of dental bridges, restoration work, caps, crowns, precious metal costs or pins and fittings, periodontal, titanium implants or any work resulting from lack of regular dental maintenance and/or hygiene.

Q: Can I claim for my immigration Chest X-Ray?
A: Cover is not provided under this policy for immigration medicals.

Q: I need new glasses. Can I claim for new ones?
A: If your insurance is for a period of 6 months or more and at the time of application for this insurance you used optical aides we will reimburse you up to a maximum of $300 per year for a visit to an optometrist including the cost of spectacle frames, prescription lenses and contact lenses if:

your optical aids are lost, stolen or damaged; or
you require new lenses as a result of a change in vision.

Baggage FAQs
Q: Can I claim for Burglary and Theft of my personal effects?
A: You must report the burglary to the police and supply us with a copy of the police report, as well as proof of ownership. You will also need to tell us the time and day of the break-in and where the items were. Your claim will be paid if the circumstances of your loss are not excluded by the policy, up to the maximum limits. Please note laptops have a $200 claims excess.

Q: Are my belongings covered if I leave them on the beach while I go swimming or in a café while I use the rest-rooms?
A: No, you are not covered to leave your bags unattended in a public place.

Q: If I have property worth more than the item limit of $2,500 under the Baggage section – what do I do?
A: An application form to specify cover for valuable items of property is available by cicking here.

Q: How can I provide proof of ownership?
A: For lost, stolen or damaged items, you must provide receipts. If these are not available, we will consider, at our discretion other forms, of proof of ownership. For stolen or lost cash, proof of ownership such as bank statements or currency exchange receipts is required.
Please refer to the policy wording and schedule of benefits for full details of the benefits, claim limits or other conditions that may apply. If you need to make a claim, click here and complete it in full. Send the form together with your receipts and any supporting information to: Studentsafe, PO Box 33313, Auckland 0740

Q: How do I get Pre-approval for payment of Medical Hospitalisation and Surgical procedures?
A: You can apply to Vero Insurance to have a claim payment made directly to the hospital (if the charges are going to be substantial). To commence this process please complete a claim form as soon as possible prior to the procedure or call us on 0800 486 004

Q: How is my claim settled?
A: Payments are made by cheque ($NZ only) or to your New Zealand bank account.

General FAQs
Q: Can I cancel my policy?
A: If you plan to leave the University before your study course end date then you must advise the University. If you stop studying, you must make other arrangements for insurance.
To claim a refund you need to get approval from the University to cancel your cover and complete the premium refund application form by clicking here.

Q: If I cancel my Studentsafe policy how is the refund calculated?
A: The calculation of any refund is dependent on when you cancel and a number of other factors:

If cancellation takes place within 14 days of the date of issue and you have not claimed or commenced travel to New Zealand, the premium will be refunded in full.
For cancellations after 14 days from the date of issue, when you have not claimed or commenced travel, we will retain a proportion of the premium for the period during which Loss of Deposits and Cancellation cover was in force.
If you cancel after the start date of the policy, your Policy was issued for a period of 90 days or longer and you have not claimed, we will retain the proportion of the premium for the period the Policy was in force and refund any unused premium less 20% for administrative purposes.
If you cancel after the start date of the Policy and your Policy was issued for a period of less than 90 days, we will retain the unexpired premium for administration purposes.

Q: What happens if I am granted New Zealand permanent residency?
A: Studentsafe only covers non New Zealand residents who study, and temporarily reside in New Zealand. If you are granted New Zealand permanent residency, your Studentsafe cover ceases seven days from the date you get residency. This is because you are deemed to no longer be temporarily residing in New Zealand. It is important that you arrange alternative insurance cover from this date. If you have not claimed you are eligible to apply for a refund of any unused premium. To claim a refund you need to get approval from the University to cancel your cover and complete the premium refund application form by clicking here.
Q: Is cover available under this policy for my wife who is travelling with me?
A: Cover is available for immediate family members and children 18 years of age and under who are travelling and residing with you. Family members must be enrolled in the insurance on first arrival in New Zealand. A form to include family members is available by clicking here.
All claims submitted by family members will have a claim excess and must be completed manually and sent directly to Vero. Medical expenses for family members are not able to be directly billed to Vero Insurance.

Q: If something goes wrong who do I call?
A: Simply call within New Zealand on 0800 486 004 or +64 9 486 6868 (reverse charge) anywhere else in the world.

Q: What if I have further questions?
A: For assistance please phone the StudentSafe help desk for personal attention on 0800 486 004.