Southern Cross Travel Insurance (SCTI) has entered into a partnership with Kiwi Holiday Insurance (KHI) that will see SCTI assume responsibility for underwriting, claims management, and emergency assistance services for KHI policies starting Dec. 15.
The collaboration brings together SCTI’s long-standing underwriting and operational framework with KHI’s online-first insurance distribution model.
Both companies said the agreement supports a more integrated offering for New Zealand-based travellers, leveraging shared infrastructure and customer experience strategies.
Jess Strange, chief customer officer at SCTI, said the partnership reflects a joint intention to streamline access to travel protection through shared services and systems.
“By joining forces with Kiwi Holiday Insurance, we’re combining SCTI’s deep expertise and infrastructure with KHI’s agile, customer-led innovation. Together, we can offer more choice, better value, and greater peace of mind to Kiwi travellers,” she said.
Under the new arrangement, all aspects of KHI’s service delivery – policy issuance, claims processing, and emergency support – will be handled within New Zealand.
Shannon Gereaux, regional managing director of KHI, said SCTI’s presence and market history made it a natural choice for the company.
“SCTI is a natural fit for us. They’ve earned the trust of generations of New Zealanders, and we’re proud to work alongside them to continue delivering what our customers love – simple, no-nonsense travel insurance that works,” she said.
KHI New Zealand country manager Mike van Beekhuizen added that shared market knowledge between the two firms will improve outcomes for customers.
“This is about bringing the best of both worlds together,” he said. “We’re excited to continue growing KHI with the strength and experience of Southern Cross Travel Insurance Cross behind us. Two New Zealand based companies who understand Kiwi’s, working together – it’s a win for our customers and partners alike – and a great step forward for the industry.”
The announcement coincides with new SCTI claims data indicating that domestic travel disruptions are leading to financial losses similar in size to those from international trips.
Between May 2024 and April 2025, 7.9% of SCTI’s domestic travel policyholders lodged claims, with average payouts of $1,170. This figure approaches the $1,466 average for international travel claims over the same period.
Despite lower policy premiums for domestic travel, claims have included:
One high-cost claim involved a pneumothorax that required hospitalisation, resulting in a payout of $11,733. Several other claims ranged between $6,000 and $8,000.
