Home | Making a Claim 

If you are in New Zealand and need to make a claim, please call us on 0800 657 744
If you are Overseas and need to get in touch, please call our Emergency Assistance collect call (reverse charge) number +64 9 969 5550
If you have returned to New Zealand you can lodge your claim over the phone by contacting us toll-free on 0800 657 744. Alternatively, you can download the Mike Henry Travel Insurance Claim Form Claim forms are also available on request. If you would like us to email you a form or if you have any questions please contact us at claims.travel@iag.co.nz

We aim to settle your claim as quickly as possible, so please advise us of your claim as soon as you can with the following information:


For medical (and related expenses) claims, you will need to provide:
  • Full details of the injury or illness, including symptoms (if any) and whether you have suffered from these conditions before
  • Receipts of the medical expenses incurred
  • A doctor's report or certificate
For all personal effects, money and documents claims, you will need to provide:
  • Proof of purchase/ownership
  • A current replacement quotation
  • Police report or written acknowledgment of loss/damage from your transport or accommodation provider (where possible)

For all claims we require:
  • Date of event
  • A full description of the circumstances
  • Details and proof of the expenses you have incurred
  • A copy of your travel itinerary

The excess you will have to pay

The excess is the contribution towards the claim that you will have to pay. Please check your policy schedule and wording for details about your excess.

For all claims, the standard excess is $100 unless otherwise shown on your schedule. Please note that the excess is deducted for each and every event.

Emergency Assistance - 24 Hour Emergency Network

If you want to make a claim on your travel cover whilst you are still overseas you can call us toll free (reverse charge), 24 hours a day, 7 days a week, on:
​Australia 1800 047 648 
​United Kingdom 0800 234 0265 
​United States 1866 206 9794
​Canada 1855 254 3645
​All Other countries +64 9 969 5550 (Collect call)
Emergency Assistance is for emergencies only, for all other claims please contact us on 0800 657 744 upon your return to New Zealand.
When you call, we require:
  • Your name
  • Your policy number and plan
  • Details of your emergency
  • A contact phone number, including an area code
You must contact Emergency Assistance if:
  • you are to be hospitalised
  • you need to see a doctor or are to be hospitalised in the USA
  • you require emergency air transportation (or repatriation) back home
  • you have to curtail your travel
  • you require assistance with legal problems
  • you require advice for replacing lost passports, money and other lost documents
  • you need to arrange emergency funds


If you are the Patient:

You are enrolled in the Global Excel Network programme in the USA. Prior to receiving services or incurring expenses, please contact Emergency Assistance at the 24-hour collect call (reverse charge) number above immediately. Mike Henry will direct you to the nearest preferred medical provider in your area.

If you are the Provider:

All Mike Henry travellers are enrolled in the Global Excel Network programme in the USA. Prior to rendering services, please contact Mike Henry Assist at the 24-hour collect call (reverse charge) number above. Failure to call may result in delayed payment to you for your services.