COVID-19 FAQ Guide for Uni-Care Agents

COVID-19 remains a widely known global event. The World Health Organization in conjunction with governments continue to monitor and actively manage COVID-19 to ensure public safety.

New Zealand Government Response:

Ministry of Health Response:

The Ministry of Health have advised that all individuals who meet the suspected case definition for COVID-19 and receive hospital-level care in relation to COVID-19 (or suspected COVID-19) will not be charged for that care. They are eligible for publicly funded health services under the Eligibility Direction. This is irrespective of visa or citizenship status.

Immigration New Zealand Response:

Immigration New Zealand have issued additional border measures and are denying entry to New Zealand for any foreign traveller who have been present in, or transited through, Iran or mainland China, 14 days prior to them departing for New Zealand. Mainland China includes all of China, but not Hong Kong SAR and Macau SAR, and not Taiwan.

If your travel has been disrupted due to government intervention this is outside of the Uni-Care policy coverage. This is a general exclusion of our policy.

General Exclusion: We will not pay under any section of our policy for any claim arising directly or indirectly out of: Government intervention.

This exclusion applies regardless of when your policy was purchased.

Uni-Care Policy Response:

Insurance is there to protect you or your students or travellers from unforeseen risks and expenses. It excludes claims that are caused by events that were widely known or foreseeable at the time of purchasing your policy. A nib advisory was issued on the 13 February 2020 declaring COVID-19 a known event. This advisory can be found here and a summary of the COVID-19 related coverage is highlighted below

Policy Issue Date
Before 13 February 2020 13 February - 11 March 2020 After 11 March 2020
All policies are covered in line with the Policy Terms and Conditions Student Policies Covered for medical expenses only, including costs associated with medical evacuation, if you are diagnosed with a confirmed case of COVID-19 Student Policies Covered for medical expenses only, including costs associated with medical evacuation, if you are diagnosed with a confirmed case of COVID-19*
NZ Visitor; Australasian; and Outbound Policies No cover for claims relating to COVID-19 NZ Visitor; Australasian; and Outbound Policies No cover for claims relating to COVID-19
* If the NZ Ministry of Foreign Affairs and Trade has issued a "Do Not Travel" warning or "Avoid Non-Essential Travel" warning for a country you intend to travel to and you continue to travel to against Government advice, you will not be covered for any claims relating to or arising from the warning including medical and medical evacuation for COVID-19

This information provided here is to assist you in understanding cover that may be available depending on your circumstances. If you have incurred costs, you are welcome to submit a claim. All claims are assessed in line with policy terms and conditions. We encourage you to contact us for further advice if you are unsure if cover applies. This information is current as of 13 March 2020.

Contact the Uni-Care Claims Team

Phone: In New Zealand: 0800 864 227
             In Australia: 1800 864 227
             Outside New Zealand & Australia: +64 4 3818166 (Collect)

Email: claims@crombie.co.nz

How to make claims easier and quicker for your students or travellers?
  1. Ensure the claim form is signed and completed
  2. Include bank account details
  3. Supporting documents (this may include receipts, itineraries, and medical notes).
  4. All documents must be sent to us in English.

1. Is cover available if I bought my policy before Uni-Care declared COVID-19 a known event?

If you purchased your Uni-Care cover before the 13 February when COVID-19 was declared a known event by Uni-Care, then there is cover available under the policy. This includes but is not limited to: Medical coverage, travel disruption, and cancellation. All claims are assessed in line with your policy terms and conditions including general exclusions.

2. Is cover available if my travel is disrupted or cancelled due to government travel bans?

If your travel is disrupted or cancelled due to travel bans imposed by a government, this will not be covered. This is an exclusion and applies regardless of when you purchased the policy:

"General Exclusion: We will not pay under any section of our policy for any claim arising directly or indirectly out of:… Government intervention."

3. Is cover available if I no longer want to travel due to COVID-19?

If you decide you no longer want to travel, there is no cover under the policy. Disinclination of Travel is not covered by your policy.

4. What happens if the country I intend to travel to has a ‘Do Not Travel’ or ‘Avoid Non Essential Travel’ warning due to COVID-19 and I need to cancel?

If you purchased your policy before the 13 February 2020:
Because you purchased your policy before COVID-19 was a known event, there is cover for cancellation if you purchased your travel before the warning or advice was issued or in media (whichever is the earliest). However, if you purchased your travel after the warning or advice was known this would no longer be an unforeseen event and would be excluded under your policy.

If you purchased your policy after the 13 February 2020:
Because COVID-19 was a known event before you purchased your policy and the travel advisory stated that there would not be cover, there is no longer cover for cancellation due to COVID-19.

5. Is cover available for medical expenses if I get diagnosed with COVID-19?

If you purchased your policy before the 13 February 2020:
Because you purchased your policy before 13 February 2020, there is cover for medical expenses in line with your policy terms and conditions.

If you purchased your policy after the 13 th February 2020:
NZ Visitor, Australasian and NZ Traveller Plans:
Because COVID-19 was a known event before you purchased your policy and the travel advisory was in place, there is no longer cover for medical expenses due to COVID-19. If you are in New Zealand please note that the Ministry of Health will fund your in-hospital care irrespective of your eligibility and visa status.

NZ Student Plan Only:
Uni-Care is offering cover for confirmed COVID-19 medical expenses and medical evacuation in line with the policy terms and conditions (Section 1.A.1 only).

If you purchased your policy after 11 March 2020:
If you travel to a country where MFAT has issued a, “Do Not Travel” or “Avoid Non-Essential Travel” warning due to COVID-19 and you contract COVID-19 in that country we will not cover your medical expenses or evacuation.

6. Is cover available for quarantine?

If quarantine or isolation is required by the government then there is no cover under the policy. This is because of the general exclusion of claims due to a government intervention. This exclusion applies regardless of when your policy was purchased.

If you purchased your policy before the 13 February 2020:
If quarantine is required because you have confirmed COVID-19 and this is recommended by your doctor as it forms part of your medical treatment, there is cover in line with your policy terms and conditions.

If you purchased your policy after the 13 th February 2020:
NZ Visitor, Australasian and NZ Traveller Plans:
No, you will not have cover for COVID-19 related claims (including claims for quarantine) if you purchased your policy after 13 February 2020.

NZ Student Plan Only:
Uni-Care is offering cover for confirmed cases of COVID-19 for medical expenses and medical evacuation. If quarantine is required because you have confirmed COVID-19 and this is recommended by your doctor as it forms part of your medical treatment, there is cover in line with your policy terms and conditions (Section 1.A1 only).

If you purchased your policy after 11 March 2020:
If you travel to a country where MFAT has issued a "Do Not Travel" or "Avoid Non-Essential Travel", warning and you are diagnosed with a confirmed case of COVID-19 in that country we will not cover your costs of quarantine as you chose to travel against government warning and advice.

7. Is cover available for COVID-19 if I renew my Student Plan policy if my original policy was purchased before the 13 th February?

If you have purchased a policy before 13 February 2020, and it expires in February, March or April 2020, and you purchase a new Uni-Care NZ Student Plan policy with no break in cover, you will continue to have provision on your new policy to submit a claim for COVID-19 related expenses. Claims will be assessed in accordance with your Policy’s Terms and Conditions.