Stolen, soaked, smashed, and monkeyed with: Kiwis’ costly travel phone mishaps revealed

Date: 21/07/2026 by Southern Cross Travel Insurance

From aircraft seat pockets to bag snatchers, boat trips, and a spot of monkey business, new SCTI claims data shows the gadget Kiwis can’t travel without can quickly become the thing that throws a trip off course.

Southern Cross Travel Insurance (SCTI) has paid nearly $1.92 million in phone-related claims for New Zealand travellers since 2024, showing that the trusty mobile has become both a travel must-have and a common holiday headache.

Fresh analysis of customer claims from 2024 to 2026 year-to-date shows SCTI received 2,336 paid claims involving mobile phones, with a total paid value of $1,919,955 and an average paid claim of $822.

The claims include phones left behind on flights, dropped in water, damaged on boats, taken in bag snatches, stolen from vehicles, and lost in the bustle of busy tourist spots. In other words, even the most connected travellers can find themselves offline fast.

The findings land alongside SCTI’s Future of Travel 2026 research, which says phones and chargers sit “right at the top” of New Zealanders’ most essential travel items, just ahead of travel insurance. It is not hard to see why, with so much of the modern trip now living on a phone, from maps, visas and airline tickets to digital wallets, photos, social sharing, AI-generated itineraries and getting help when things go pear-shaped.

SCTI Chief Customer Officer Jess Strange says, “Our phones have become boarding passes, maps, wallets, translators, cameras, itineraries, and emergency contact tools all rolled into one. They help us feel connected and in control when we’re far from home, but if one goes missing, that small screen can suddenly create a very big travel problem.”

“Some claims are exactly what you might expect, like a phone left in an aircraft seat pocket or dropped in water. Others are a little more memorable, including luggage stolen from vehicles, devices taken during bag snatches and, in one of the more unusual cases, belongings going missing after travellers encountered monkeys overseas. You could say that one really took a bite out of their data plan.”

Australia topped the list by claim volume, with 358 paid phone-related claims and $251,104 paid. Indonesia, Fiji, the United States and Japan were also among the highest-volume destinations.

The destinations reflect where Kiwis are travelling, but the mishaps show phones can come unstuck almost anywhere: busy streets, airports, rental vehicles, beaches, boats, accommodation, and tourist attractions.

While the dollar figures are eye-catching, the individual stories show how quickly one missing or broken phone can knock a trip sideways, affecting payments, communication, navigation, access to travel documents and the ability to get help. When your phone checks out, parts of your holiday can go with it.

•  A traveller in India reported having a bag stolen containing an iPhone, another mobile phone, a laptop, cash, and other personal items, leaving them without many of the belongings they needed for the rest of their trip.
• A traveller on a flight to Dubai accidentally left their iPhone in a seat pocket. After buying a replacement phone and setting up a new eSIM, they were locked out of their email account for several days, creating further travel disruption.
• A traveller in Bali reported a bag-snatching incident in the evening, with personal items including a phone taken.
• A family travelling in Italy had suitcases and small backpacks stolen from the back of a locked vehicle while they were having lunch. They were able to track some belongings using bag trackers but still required police support.
• A traveller visiting a tourist attraction in Indonesia reported being surrounded by monkeys, with belongings including phone accessories taken during the incident, a literal case of monkey business and definitely not the kind of roaming anyone wants on holiday.
• A traveller on a boat trip between Colombia and Panama was taking a sunset photo when a large swell caused them to lose balance, damaging or losing belongings in the process.

Helping travellers stay connected

SCTI is trialling a new eSIM offer for eligible international travellers, designed to help customers sort their mobile data before they take off. The four-month trial is available to New Zealand and Australian customers with International Comprehensive or International Medical Only policies.

Practical tips for travellers

• Look at using an eSIM:  And check here for some top tips.
• Back up before you go: Back up your phone before departure and during your trip where possible, so photos, documents and key information are not only stored on one device.
• Set up tracking and remote erase: Make sure your phone’s tracking features are switched on before you travel. If your phone is not recoverable, use Apple or Android’s remote erase function to remove personal information and restore the device to factory settings, noting the phone usually needs to be online for this to work.
• Secure your accounts quickly: If your phone goes missing, use another device to change passwords for email, social media, banking, and other key accounts. Remove the lost phone as a trusted device for two-factor authentication where you can.
• If stolen, contact your mobile provider: Give your provider your IMEI and SIM details so they can blacklist the device and disable your number, helping prevent unauthorised use and unexpected roaming charges.
• Beware of follow-up scams: Be alert to phishing attempts after a phone is lost or stolen. Scammers may pretend to be your service provider, bank, or law enforcement. Use official contact details, avoid clicking suspicious links and do not share personal information unless you are sure who you are dealing with.
• Keep key travel information accessible another way: Store copies of travel documents, insurance details, emergency contacts, and booking confirmations somewhere secure that you can access without your phone.
• Tell your key contacts: Let travel companions, friends or family know your phone is missing and how they can reach you. Ask them to watch for suspicious messages or calls from your number.
• Report theft quickly: If you think your phone was stolen, report it to local police or the relevant authority as soon as possible and keep a copy of the report for any insurance claim.
• Plan your connectivity: Check your roaming, eSIM or local SIM options before departure so you know how you will access mobile data overseas if your usual setup fails.
• Check your cover before you leave: Review your travel insurance policy limits, sub-limits, exclusions, excesses and depreciation rules for phones and personal items, and keep receipts or proof of ownership where possible.