Southern Cross Travel Insurance launches an Australasian first – a benefit to support travellers when they’re delayed 

Date: 30/06/2026 by Southern Cross Travel Insurance

• SCTI launches TravelCare Delay Assist to give eligible customers more support when flights are delayed by 2 hours or more
• First to do so in New Zealand and Australia for travel insurance customers
• SCTI New Zealand customers lodged more than 11,400 delay-related claims from 2023 to April 2026, with more than $15.3 million paid
• New benefit responds to real travel pain points and frustrations, taking the sting out of a delay
  
   

Southern Cross Travel Insurance (SCTI) is launching TravelCare Delay Assist in New Zealand and Australia. It’s a trans-Tasman first designed to help travellers when delays throw their plans into chaos, with practical support arriving while the disruption is still happening, not long after the trip is over.

Available with eligible Single Trip International Comprehensive policies purchased from 1 July 2026, TravelCare Delay Assist provides a NZ$50* digital voucher when a qualifying flight delay of 2 hours or more occurs. Customers can use their Uber, TripGift or Woolworths voucher it in a way that suits them, while travelling or even when they get home.

The move comes as delay-related disruption continues to affect travellers. Between 2023 and April 2026, SCTI handled more than 11,400 delay-related claims for New Zealanders, with the average claim paid hovering around the $1,500 mark.

And behind those numbers are some pretty stressful travel moments. SCTI customers have talked about long waits with tired kids, sleeping at the airport for the next flight, missing connections, and losing the first night of prepaid accommodation.

Since 2023, the knock-on effects of severe weather have accounted for more than 47% of claims, while more than 44.10% of claims have resulted in extra accommodation costs, and 23% relate to flight delays, cancellations, rescheduling, and costs associated with missed connections.

Where delays occur is also important: for New Zealanders, the USA is a frequent non-flyer accounting for approximately 10% of claims, but with an average claim paid of $1,600. Across the ditch 13% of all SCTI customer delays occurred in Australia with an average claim of $1,060. 12% of claims were made for delays relating to incidents in New Zealand, with travellers affected before they even leave the country or when they tried to arrive home.

SCTI CEO Carole Tokody said the new benefit was built around a simple idea: if delays are part of modern travel, better support should be too.

“No one starts a holiday expecting to sleep at the airport, miss a connection or spend hours wondering what on earth to do next and that’s exactly when good support matters most,” Tokody said.

“We know a delay can take the fun out of a trip pretty quickly. If we can help take some of the stress, cost, and uncertainty out of that moment, that’s care people can actually feel.”

For SCTI, TravelCare Delay Assist reflects a bigger focus on making travel insurance feel more human and more useful when it matters most and Tokody said being first in Australasia is part of that.

“We’re proud to be launching this as an Australasian first, because it shows what’s possible when you start with a real customer problem and design around it,” Tokody said.

“At the end of the day, this is about showing up for customers when they’re tired, over it and just need something to go right.”

How it works 

To access the benefit, eligible customers must register their flight details at least 24 hours in advance of scheduled departure. If a qualifying delay occurs, support is triggered automatically and customers are notified by SMS and email, so they can choose the option that best suits what they need in that moment.

That means no claim form, no waiting on hold and no chasing paperwork during a stressful delay, just fast, practical help that makes a rough moment easier to manage.  Their other benefits relating to changes to their journeys and cancellations remain the same to access if needed.

The TravelCare Delay Assist benefit is delivered in partnership with Blink Parametric, a global Insurtech that specialises in real-time travel disruption support. 

Perry McShane, Director of Strategic Accounts at Blink Parametric, said the partnership demonstrates how insurers can use real-time technology to deliver more meaningful customer outcomes during travel disruption.

“This is a strong example of how travel insurance is evolving,” McShane said.

“SCTI is taking the lead in the Australasian insurance category by delivering a real-time benefit that can be embedded directly into the customer journey. Blink is delighted to partner with SCTI to help create a more responsive experience for travellers when delays occur.”

For SCTI, TravelCare Delay Assist is a way to pair trusted customer care with smart, always-on tech, so when delays hit, help can show up quickly and smoothly.

The main policyholder can register up to 10 flights, with cover for up to 8 named travellers on a policy. It sits alongside standard policy cover as extra support when plans go sideways.

With delays ranging from missed connections to unplanned overnight stays, Carole Tokody says the goal is simple, “we want to make travel disruption feel a little less overwhelming, and customer care a lot more real.”

Notes  

• TravelCare Delay Assist is available with eligible International Comprehensive Single Trip policies purchased from 1 July 2026.
• TravelCare Delay Assist is an Australasian first for travel insurance customers in New Zealand and Australia.
• Customers must register eligible flights at least 24 hours before departure through an SCTI portal.
• A qualifying flight delay of 2 hours or more triggers the benefit for registered, eligible flights.
• Eligible customers will receive a NZ$50 / *AU$40 digital voucher and can choose from Uber, TripGift or Woolworths.
• Customers are notified by SMS and email — no separate claim is required for this benefit. All other benefits remain in place.
• The main policyholder can register up to 10 flights, with cover for up to 8 named travellers on a policy.