New Zealand prepares for kick-off
New Zealand is gearing up for an invasion, as 20 of the world’s best rugby teams, hundreds of trainers and support staff and around 85,000 cheering rugby fans converge on the nation for the biggest event the country has ever staged – the Rugby World Cup 2011. Mary Jo McDonald reveals how the local assistance industry is involved with the preparations
First published in ITIJ 126, July 2011
New Zealand is gearing up for an invasion, as 20 of the world’s best rugby teams, hundreds of trainers and support staff and around 85,000 cheering rugby fans converge on the nation for the biggest event the country has ever staged – the Rugby World Cup 2011. Mary Jo McDonald reveals how the local assistance industry is involved with the preparations
It is a massive undertaking for a modest nation of just over four million people on a landmass smaller than Great Britain, but one that the rugby-mad country is more than ready for. In fact, New Zealand has been waiting since 1987 to see the event return to its shores – not coincidentally the last and only time the All Blacks have won the trophy. The challenge: to safely and effectively play host to the world and ensure that visitors leave the country happy, healthy and with a desire to return.
For companies concerned with providing insurance, travel and tourism, medical assistance and emergency response, the Cup brings with it an increased need for communication and co-operation between these industries. The concerted effort to share information and expertise and to drive education to the public has been ongoing since early this year and will continue until the conclusion of the Rugby World Cup at the end of October. This may be the last chance our small nation has to host the Rugby World Cup due to the dramatic growth the event continues to enjoy as an international draw card, and those involved are committed to making it an unforgettable experience for all the right reasons.
The information sharing happening behind the scenes will be the key to providing the kind of quick and efficient response all of our customers expect – particularly in emergency situations – to make the visitor experience in New Zealand a positive one. Insurance and assistance companies are among those to have met with the likes of the Ministry of Foreign Affairs and Trade, district health boards, overseas partners, travel agents, airlines, consulates and embassies to share information and discuss potential issues.
Auckland District Health Board, for example, has recently taken on a Rugby World Cup liaison person to manage queries and issues in the lead up and to help the hospitals plan effectively for the coming influx of visitors
Through such thorough planning, we aim to be able to provide common messages at each contact point, so if a visitor travelling between matches has an accident, the rental company, the insurer, the paramedics right through to the travel agent will be able to give information on the visitor’s best course of action should they need to. This education needs to start at the beginning of the process as customers book their flights and arrange their insurance. To achieve this, we will remain in close contact with our international partners over the coming months.
Educating travellers
The perception that New Zealand is one of the safest nations to visit is one of the biggest barriers we need to break down to ensure that people take the proper precautions in their travels: all too often people arrive with the belief that ‘it won’t happen to me’. Comparatively speaking, New Zealand is a safe country. We have a very low crime rate and rank second only to Iceland in a recent rating of the world’s most peaceful nations. This does not mean that crime does not occur in New Zealand, however. Tourists are often shocked when their vans are broken into, their laptops, credit cards and passports stolen. Every country has its villains and opportunists, and New Zealand is no exception. First Assistance, along with its insurance and travel partners, are pushing three strong messages ahead of Rugby World Cup to those booking through travel agents and taking out insurance. While these may seem like basic travel common sense, the carefree attitude often shown by visitors to this country is one of the leading contributors in insurance claims for our inbound customers. These messages are:
- Do not leave passports and personal items unattended: travel insurers in New Zealand frequently deal with cases of lost or stolen passports, luggage or personal items left unattended in hostels or cars. This figure rose during the last major rugby event hosted in New Zealand, the British and Irish Lions tour in 2005, and we expect to see a number of these cases reported during Rugby World Cup. The message we are putting out is: if it is important, take it with you.
- Do not travel alone: while rates of violent crime are low in New Zealand, there have been several high profile cases of travellers going missing, often while hitch-hiking, in recent years. Travelling in groups, with tours or with a friend, lessens the chance of anything untoward happening during a person’s trip around the country.
- Log your travel: First Assistance and New Zealand’s Ministry of Foreign Affairs and Trade (MFAT) have been hot on the issue of logging travel since a 2009 earthquake and tsunami ravaged Samoa, killing almost 200 people, many of whom went unaccounted for for days after the catastrophe. Taking the time to log your travel before your trip may save your life in the case of a disaster. MFAT’s www.safetravel.govt.nz website is a good example of a travel logger in New Zealand. We are encouraging visitors to ask their insurance provider before travelling for their national travel log website.
Discussions between those industry bodies preparing for the Rugby World Cup have also focussed around road safety education for those visiting New Zealand. Our roads, particularly outside of the major centres, are notoriously dangerous. Chip and metal seals are commonplace when driving off the main highways, while thin and winding roads make up a lot of our coastal drives.
Road rules in New Zealand can also be confusing for visitors. The rule that sees drivers give way to those turning right or approaching from the right is one peculiar to New Zealand and is often seen listed as the cause of accident in insurance claims and police incident reports. The general rule of thumb: if you have the wider arcing turn, you have right of way.
Sleep deprivation or driving tired is another real danger with many people covering long distances on unfamiliar roads from city to city after celebrating or commiserating the night before. Event organisers, along with the New Zealand Police and many car rental companies, will be reinforcing the danger of this practice on a local level, while insurers have already been in touch with global partners in the build-up so that customers travelling to New Zealand are able to make an informed decision on their internal travel arrangements. The issue was highlighted by several instances during the 2005 British Lions tour, the worst of which involving a Welsh tourist who fell asleep at the wheel of a rented campervan on a trip to Christchurch, killing an 18-year-old woman.
Overseas insurers working with World Cup tourists need to be aware that ACC only covers treatment and rehabilitation costs while the customer is in New Zealand
In 2006, the Ministry of Transport identified that foreign drivers of motor vehicles contributed to 62 crashes, leading to five foreigners being killed. Anecdotal evidence is seen every day in popular resorts where people used to driving on the right veer to the wrong side of the road, often resulting in narrow misses or accidents. The message to our customers: take it slow, take it easy and, when tired, take a rest. We have a number of welcoming small towns which we will be suggesting customers stop in to rest and enjoy a little bit of Kiwi hospitality.
Medical facilities
While there is plenty of work going into disseminating information around safe travel for the event, the Rugby World Cup will almost certainly see an increase in the number of people admitted into the country’s medical centres, accident and emergency units and hospital wards. Health facilities vary in size, capacity and capability throughout the country, with large expanses particularly in the far north and deep south functioning without any major hospital. These areas are serviced by terrestrial ambulances and a network of rescue helicopter trusts that connect patients with hospitals in major centres. Connectivity to healthcare is something travellers should keep in mind, especially when travelling off the beaten path.
It is important that travellers know what their insurance covers them for in terms of cost and procedure, the details around their policy and who to call in the event of an emergency. Most international insurance companies will have networks or partners in New Zealand who will field policyholders’ calls and will be able to answer any questions they might have. Visitors should ask their insurer for a travel card with the details of their New Zealand partner and carry that card at all times, as it could help them or their rescuers in case of an emergency.
The Rugby World Cup will also see local hospitals and district health boards reviewing their procedures and strategies in the coming months. Auckland District Health Board, for example, has recently taken on a Rugby World Cup liaison person to manage queries and issues in the lead up and to help the hospitals plan effectively for the coming influx of visitors. For the bigger health boards, particularly those in centres hosting a large number of games, this additional strategic steer may prove invaluable. In a sense, however, the approach that most medical providers across the country will be taking is one of ‘business as usual’ but on a far greater scale as far as communications networks and contact between each associated industry is concerned.
The Accident Compensation Corporation
Visitors to New Zealand are often surprised when, after receiving medical treatment for an accident, the bill is waived and they are free to go without payment. This is due to a scheme of free accident compensation available to all New Zealanders and most visitors to New Zealand known as the Accident Compensation Corporation (ACC).
For visitors injured during a visit to New Zealand, ACC may be able to help with the cost of treatment and give support during the journey. The advent of ACC in New Zealand replaces the right to sue for personal injury, and visitors to the country, particularly those taking part in extreme or adventure sports, should be aware of this.
Overseas insurers working with World Cup tourists need to be aware that ACC only covers treatment and rehabilitation costs while the customer is in New Zealand. It is also not a replacement for travel insurance as it does not cover illness, disrupted internal travel or emergency repatriation should the patient require it.
ACC for visitors is taken on a case-by-case basis, and may be available to someone who is:
· injured in an accident in New Zealand
· injured as a result of medical treatment while in New Zealand
· dealing with the mental effects of a sexual assault or abuse suffered in New Zealand
· in certain circumstances, suffering from a health problem related to working in New Zealand
Coverage only applies to those sustaining an injury in New Zealand and does not cover pre-existing injuries. Additional to this, ACC will not cover those who have:
· been injured on the boat or plane on which they travelled to New Zealand, or getting on or off that boat or plane
· been injured whilst travelling around the country in the craft they arrived in, such as a yacht or cruise ship, including on the gangway
· taken an excursion during their visit 300 nautical miles or more from New Zealand
It is important that customers and insurers know the ins and outs of ACC, as this may make a difference to the policies they choose to take out and will give them an appreciation for what they are entitled to during their stay.
For companies concerned with providing insurance, travel and tourism, medical assistance and emergency response, the Cup brings with it an increased need for communication and co-operation
With the Rugby World Cup just months away, these are exciting times for the country but also times when awareness, education and safety are paramount. 2011 is the year that New Zealand hosts the world and we look forward to showing you all our wonderful hospitality and culture – and finally winning the Cup again!