What is a claim and what do I need to know?
A claim is when you ask us to refund you for costs you’ve paid yourself. For example, this could be medical expenses like seeing a doctor or getting a prescription, or travel disruption costs such as delayed flights or missed connections.
For travel or personal belongings claims, there is only one way to request a refund. Simply click here to claim online.
For more information, follow the three simple steps below.
There are two ways to manage medical costs, depending on your cover and whether you have an OrbitPay Card:
Have an OrbitPay Card?
The OrbitPay Card is only available if you are on the International Student, Seasonal Worker or RSE Protect plan. Use it like a debit card at registered medical centres – no need to submit a claim.
Don’t have a card or couldn’t use it?
No worries! You can pay as normal and then submit a claim online to get a refund, or you can request a pre-approval.
How do I submit a claim online?
You can submit a claim for medical costs, travel, and personal belongings through our Claims Portal.
To check what you’re covered for, please click here to read your policy wording.
You can submit a claim for medical costs, travel, and personal belongings through our
Claims Portal.
To check what you’re covered for, please click here to read your policy wording.
1. Pay and keep your documents
If you get sick or injured while in New Zealand and need to see a healthcare provider, you may need to pay for the treatment upfront.
If you do, keep the receipt and invoice, and ask for a copy of your medical notes.
2. Make a claim or pre-approval
Click here or click the “Make a claim” button at the top of our website. Register or sign into your account.
You can also submit for a pre-approval. Just follow the same steps.
3. Complete form and submit claim
Complete the online form.
- If you’re claiming for medical treatment, upload your full tax invoice and receipt.
- If you’re claiming for travel disruptions, upload communication from your travel provider or airline stating why it was disrupted and the full receipts or invoices for all costs you are claiming for.
- If you’re claiming for personal belongings, upload your proof of purchase.
1. Pay and keep your documents
2. Make a claim or pre-approval
Click here or click the “Make a claim” button at the top of our website. Register or sign into your account.
You can also submit for a pre-approval. Just follow the same steps.
3. Complete form and submit claim
Complete the online form.
- If you’re claiming for medical treatment, upload your full tax invoice and receipt.
- If you’re claiming for travel disruptions, upload communication from your travel provider or airline stating why it was disrupted and the full receipts or invoices for all costs you are claiming for.
- If you’re claiming for personal belongings, upload your proof of purchase.
Important Information: Your policy may have an excess, which is the amount you pay towards your claim before we cover the rest. Check your policy document to see your excess amount – this will be deducted from any refund you receive.
To find out what’s covered, click here to read your policy wording.
FAQs
When should I lodge my claim?
You should lodge your claim as soon as possible after you have paid for treatment, or the event you are claiming for occurs.
If you are unsure whether your costs are covered, you should still submit your claim; our Claims Team will review the details and let you know whether we can reimburse you.
What do I need to make a claim for my personal belongings?
To support a personal property and belongings claim you’ll need to provide proof of ownership of your lost, stolen or damaged property.
Make sure you upload copies of receipts or invoices with your claim and keep the originals (even those that were issued overseas) in case we need them.
If you do not have receipts, we may ask for other proof of ownership, such as photos.
How do I make a claim for a medical expense?
If you’ve paid for a doctor’s visit, prescription, or other medical treatment, you can submit a claim online through the OrbitProtect Claims Portal.
Just log in (or register), fill out the claim form, and upload your tax invoice, receipt and any medical notes. Our team will review it and let you know the outcome. If your claim is approved, we aim to make payment within 5–7 business days.
Make sure to check your policy document to confirm that your treatment is covered before submitting a claim.
How do I submit for a pre-approval?
If you need treatment for an unexpected medical issue that may involve higher costs, such as scans, or surgery, you can request pre-approval through the claims portal, just like you would for a claim. Make sure to include a referral, cost estimate, and any supporting documents; please include as much information as possible. We’ll review your request (it may take up to 10 business days) and let you know what’s approved and covered. If your costs are pre-approved, we can pay the hospital directly for you.
How long does it take for my claim to be reviewed once submitted?
It usually takes 3 to 5 business days for our Claims Team to review your claim. If approved, payment will be made within 5-7 business days.
Please provide all required documentation, including medical notes, invoices, receipts and any other relevant paperwork when submitting your claim.
How do I find out the status of my claim?
- Go to the Claims Login page.
- Enter your email and your password, then click Login.
- On the Dashboard, you can see your claim status to the right of the claim summary details.
After you submit your claim, the status will first show as “Submitted” to confirm we have received it. Once a Claims Officer has started reviewing it, it will change to “Processing”. The Claim outcome will be communicated through the Claims Portal and you will be notified by email. Click anywhere on the claim summary details to see further information about your claim.
Note: If you have more than one claim in progress, make sure you’re looking at the information for the correct claim.
Why has my claim been closed or declined?
Log in to your claims portal and check the latest message for more details.
If you’re not happy with the outcome, you’re welcome to message us through the claims system to request a further review.
