Global IT Outage

Issued: 20 July 2024

 

Background

On Friday, 19 July 2024 a faulty software update from Crowdstrike caused a widespread IT outage, affecting many businesses around the world.

This outage impacted many services including airlines, airports and other transport providers.

If you have been affected by this event, we ask that you contact your airline or travel agent in the first instance to make alternative arrangements.

Policy coverage

For policies purchased before 7pm (NZT) 19 July 2024

There may be provision to claim for any costs you incur due to this unexpected event. As with any claim, this is subject to the benefits, terms, conditions and exclusions of your travel insurance policy. Please refer to your policy document. 

If you’re currently overseas and your return trip home is disrupted

  • Your travel insurance policy will automatically extend until you return home safely - you do not need to contact us to extend your policy.
  • There is cover for certain unexpected additional costs (such as accommodation and transportation expenses), up to the selected limits of your travel insurance policy.
  • Airlines will make their own decisions as to when they cease and resume flights. We recommend customers reach out to their airline or tour operator in the first instance for up-to-date information.
  • If you need to source alternative transport arrangements, it is important that you get in touch with us to discuss your options beforehand. Contact our 24/7 emergency assistance team on +64 9 359 1600.

If you’re due to depart New Zealand and your travel plans have been disrupted

  • There may be provision to claim for any costs you incur for cancellation or changes to your journey, up to the limits you had selected when purchasing your policy. 
  • Your policy pays up to this amount less the excess amount you selected when purchasing. Both your cancellation limit and excess can be found on the Certificate of Insurance that we emailed you with your policy wording, after you bought your policy.

For policies purchased after 7pm (NZT) 19 July 2024

There is no cover for claims arising from this event under your policy as this is not considered to be an unexpected event from this date and time.  

When you need to make a claim

The quickest way to submit your claim with us is through our online portal, My SCTI. 

Please keep all your receipts and invoices for any payments you have made. You can upload these when you submit your claim.

We’re here to help

Over the last 40 years, we have had plenty of experience dealing with travel disruptions. Our team are here to provide expert care and support if your travel has been impacted by the recent events. 

If you are travelling and require emergency medical help, please get in touch with our 24 hour emergency assistance team on +64 9 359 1600.