Looking after our customers matters to us here at Compare Travel Insurance. We aim to treat every person who comes to us with care and understanding, especially if they're going through a difficult time.
This page outlines the support available to you and where to turn if you need extra help.
Family and Domestic Violence
We recognise that family violence can affect anyone, and we want our customers to feel safe reaching out to us. Our staff are trained to recognise the signs and to respond with discretion and understanding.
If you are affected by family violence, here is where you can turn:
- In immediate danger? Call 111.
- Need to talk to someone? Are You OK offers free and confidential support around the clock. Call 0800 456 450 or visit areyouok.org.nz to live chat with a trained counsellor.
If you let us know what is happening, we will work with you to find an approach that suits your circumstances, whether that means adjusting how we communicate with you or connecting you with the right external service.
Accessibility
We want everyone to be able to use our comparison site and services without unnecessary barriers. If something on our website is difficult for you to access, or you need us to communicate with you in a different way, please get in touch with our customer service team.
We are committed to meeting WCAG 2.2 Level AA standards across our website. If you have any accessibility needs, we can provide information in alternative formats, including:
- Large print
- Audio
- Braille
- Easy read
We are also happy to make note of any ongoing accessibility needs so you don't have to explain your situation every time you contact us.
Interpreter Services
If English isn’t your first language, or you would simply feel more comfortable discussing your insurance needs in another language, an interpreter can help.
You are welcome to bring along someone you trust to interpret on your behalf. Just let us know beforehand so we can confirm they are authorised to speak with us about your account.
If you don’t have someone available, we can arrange access to a professional interpreting service on your behalf. You can also contact one directly through Interpreting New Zealand on 0508 468 377.
Teletypewriter and Relay Services
If you are deaf, hard of hearing, or find it difficult to speak on the phone, New Zealand Relay can help you contact us in a way that works for you. This is a free government funded service available to anyone who needs it.
You can contact NZ Relay via:
- Voice: 0800 4 715 715
- TTY: 0800 4 713 713
- Email: helpdesk@nzrelay.co.nz
The NZ Relay app is also available to download for free, letting you make text and captioned calls straight from your phone or tablet.
Financial Hardship
Financial hardship can happen to anyone, whether it’s brought on by an unexpected bill, a change in circumstances, or something else entirely.
We’re a comparison service, so we help you find and compare travel insurance policies, but the policy itself is held with the insurer you choose, and that’s who manages any claims, payments or excess arrangements. If you’re struggling financially and need support with an existing policy, the best place to start is your insurer’s own hardship team, and we’re happy to help you track down their contact details if you’re not sure where to look.
If cost is a concern, we can show you how to compare quotes by price and cover level and point you to each insurer's policy wording. We can't tell you which policy is right for you.
For broader financial support, MoneyTalks offers free and confidential budgeting and financial advice. Call 0800 345 123 or free text 4029.
Mental Health
Mental health struggles are far more common than many people realise, and we don't think they should carry any stigma. We're committed to treating customers and employees fairly regardless of their mental health history. We don't issue policies or make underwriting decisions - those are made by the insurer, who must comply with New Zealand anti-discrimination law. If you have questions about how a condition is assessed, we can point you to the insurer's policy wording and contact details.
If you need support, these services are available:
- Lifeline connects you with crisis support anywhere in New Zealand. Call 0800 543 354, day or night, or text HELP to 4357.
- Depression.org.nz offers information and support for depression and anxiety. Call or text 1737, available 24 hours a day and completely free.
- Women's Refuge is the country’s largest nationwide organisation that supports and helps women and children experiencing family violence. Call 0800 REFUGE (0800 733843), a crises line available 24 hours a day.
How to contact us
You can contact Compare Travel Insurance by sending us an email at info@comparetravelinsurance.com.au. Our Sydney based team are here 9-5.30pm AEST/AEDT Monday - Friday. If you have a complaint, head to our Complaints page.
This page was last updated August 2026.