Southern Cross Travel Insurance (SCTI) saw higher medical claim costs, more cases involving older travellers, and a notable volume of respiratory and mosquito-borne illnesses in 2025, according to its latest claims figures and health-related activity.
From Jan. 1 to Nov. 30, 2025, SCTI paid more than $7.3 million across over 3,350 medical and evacuation claims, an average of $2,181 per claim. The insurer’s larger losses over the period included a Covid-related illness case in Singapore costing $220,000, an illness case in Italy costing $642,000, and a fractured hip case in India costing $95,000. SCTI said that compared with 2023 and 2024, both the number of medical and evacuation claims and the total amounts paid have risen, reflecting higher treatment and transport costs in overseas markets. SCTI chief customer officer Jess Strange (pictured) said the environment for travelling New Zealanders had been shifting. “It’s been a wild ride,” Strange said.
Older travellers account for a growing share of the claims profile. In 2025 to date, SCTI has paid more than $1 million across 266 claims involving older customers. By late November, these claims had already surpassed the full-year volume and value recorded in 2024 and were ahead of 2023, when there were 192 such claims totalling $419,000. Stroke, oedema, and unexpected diagnoses such as cancer and aneurysm have been among the main drivers. SCTI offers cover for travellers up to 118 years of age. The insurer advises older customers and their advisers to disclose and discuss pre-existing conditions when arranging cover.
Gastrointestinal illness remains one of the main causes of medical claims across age groups, particularly in destinations such as Indonesia and Thailand. Up to Nov. 30, SCTI has paid more than $1.3 million in gastro-related claims. Trips and falls have also contributed materially to claim costs. In 2025, the insurer has paid more than $988,000 for slip, trip, and fall incidents, up from $537,000 in 2023. Incidents are frequently reported around pool areas, on cobbled streets, and on uneven paths, including well-known walking routes in Europe.
Ear infections and ear pain have generated more than $341,000 in claims so far this year, with cases often linked to flying and changes in air pressure. Influenza has become a significant source of claims. SCTI has recorded around three times as many influenza-related claims in 2025 as in 2023, and a 460% increase in total flu claim costs over the same period. Average claim size for influenza has been $2,146, highlighting the impact of overseas medical costs and associated trip disruption.
Data from SCTI’s assistance providers and claims teams show a cluster of respiratory illness cases between May and July 2025. In that period, the insurer handled more than 130 claims for fever, 37 for pneumonia, 35 for influenza, and four for respiratory syncytial virus (RSV). “Over this time, we’ve also responded to 20 claims for Kiwis who have incurred costs associated with dengue fever, one in excess of $6,000,” Strange said. She said dengue fever has affected travellers in destinations including Indonesia, the Cook Islands, Nepal, Vanuatu, the Philippines, and Samoa. “It’s frightening for travellers when they are away from home, often in locations where the medical systems aren’t as sophisticated as those in New Zealand,” she said.
Strange said RSV and influenza have affected very young children, older travellers, and adults in mid-life, including those on cruises, staying in resorts, and flying on trans-Tasman and long-haul routes. “From the UK, the USA, and China through to Aussie, Japan, and Malaysia, even in their summer, influenza is hitting Kiwis hard. The team has told me how some travellers have ended up with severe pneumonia – leaving them very ill and vulnerable. Afflicted with RSV, adults in their mid-40s, silver-haired adventurers, and toddlers aged 1 and 2 have often ended up needing rehydration drips, chest x-rays, and medication,” Strange said.
Beyond medical and evacuation claims, SCTI has paid more than $2.8 million in 2025 for cancellations and pre-departure changes outside travellers’ control, including situations where a close family member became ill. The insurer has also paid more than $1.38 million for journey changes that occurred during travel and $97,000 in relation to trips taken for specific events such as weddings, sporting fixtures, and concerts. Rental vehicle excess remains a steady source of non-medical claims. To date in 2025, SCTI has paid more than $248,000 for rental vehicle excess, at an average of $1,533 per claim.
SCTI reports that average payouts for moped and motorcycle incidents have risen to $1,912 in 2025, compared with $1,535 in 2023 and $1,087 in 2024. The insurer offers optional moped and motorbike cover for travellers who expect to ride as drivers or passengers. Total skiing-related claim payments in 2025 are up 355% compared with the full year 2024, among policyholders who selected optional ski cover. The figures reflect both the frequency and cost of skiing incidents requiring medical care or trip disruption benefits.
In contrast, claims associated with reefs and surfing have declined. SCTI has paid $21,000 on reef and surf-related claims so far in 2025, down from $95,000 in 2024. SCTI has also recorded 24 claims in 2025 involving monkeys, and the insurer is reiterating advice for travellers to avoid contact with animals and to secure valuables in environments where wildlife interactions are common.
In its public guidance, SCTI advises customers to purchase travel insurance at the time of booking, and notes that cover may be available after departure, subject to the policy’s terms and conditions. The insurer also recommends that travellers check vaccination and entry requirements for destinations where proof of protection against diseases such as malaria, yellow fever, hepatitis A and B, and typhus may be required.
To manage mosquito-borne disease exposure, SCTI recommends using repellents containing DEET (30% or more), picaridin, IR3535, or oil of lemon eucalyptus; wearing long-sleeved, light-coloured clothing; staying in screened or air-conditioned accommodation; avoiding areas with stagnant water; and limiting outdoor activity during early morning and late afternoon, when mosquitoes are most active. The insurer further advises travellers to carry a basic health kit that includes hand sanitiser, insect repellent, sunscreen, personal medications in original packaging, first-aid supplies, face masks for crowded indoor spaces, and over-the-counter medicines for diarrhoea, pain, and motion sickness.
For New Zealand insurance professionals, SCTI’s experience indicates sustained exposure to medical, cancellation, adventure, and assistance-related claims. Ongoing offshore medical inflation, evolving travel patterns, and infectious disease activity are likely to remain key factors in monitoring portfolio performance, setting pricing, and assessing the scope of travel cover.
