The $822 mistake thousands of travellers are making
Kiwi traveller Kirsty Nicholls was in a bathroom in Paris when she dropped her Samsung Flip phone on the floor.
The impact broke the hinge. Suddenly, the device she was relying on for the rest of her European holiday could only safely be used through its tiny front screen.
Phones have become an essential part of travel. iStock
“Using the phone closed was such a hassle,” Nicholls said.
She avoided opening it unnecessarily for fear of causing further damage and couldn't use it normally to take photos. By the time she reached Sydney, the bottom half of the screen was turning green, glitching and going black.
“I especially wanted my phone to take photos on the Home and Away tour in Palm Beach. I met some other Home and Away fans and they took some photos for me. Lifesavers!”
Not only is a phone now a traveller’s camera, it’s also their boarding pass, map, wallet, translator, itinerary, ticket and emergency contact tools all rolled into one.
For another traveller, losing a phone caused problems even after they replaced it.
Southern Cross Travel Insurance (SCTI) said one customer accidentally left their iPhone in the seat pocket on a flight to Dubai. They bought a replacement and set up a new eSIM, but were then locked out of their email account for several days due to two-factor authentication barriers.
SCTI paid out nearly $1.92 million across 2336 phone-related claims between 2024 and early 2026, averaging $822 per claim.
Some of those claims include a bag-snatching in Bali and a traveller who lost or damaged their phone after being knocked off balance while taking a sunset photo on a boat between Colombia and Panama.
Simple mistakes are costing travellers hundreds when they lose or break their phones. iStock
But Ben Rose from AA Travel Insurance told Stuff most phone claims start with a moment of distraction.
“You might picture dramatic thefts, but very often it's just everyday travel moments. Phones get left behind in taxis, airport lounges, restaurants, and hotel rooms.”
Since December 2025, one in four luggage claims made to AA relates to lost, stolen, or damaged mobile phones. And it isn’t just party-going backpackers. The average age of a claimant is 42, with ages ranging from 21 to 77.
The insurance fine print
Standard travel insurance policies typically cap phone coverage between $1000 and $2500. If you’re carrying a high-end device, a basic policy won't cover a total loss unless you ask for more coverage and pay an extra premium.
Insurers only cover the phone. There is no coverage for the photos lost. Unless you back it up, it’s bad luck.
Claiming for a lost or stolen phone also comes with proof requirements.
While most policies request a local police report within 24 hours, insurers evaluate claims on merit. "The gold standard is a police report," Rose said. "Where that's not available, we will work with individuals to establish what happened."
Whether or not the police report needs to be in English depends on the language and the jurisdiction, he said.
We rely on our phones for directions and more on holiday. Getty
What should you do if your phone is lost, stolen or damaged overseas?
The first hour after losing the phone can make a real difference, Rose said.
First, try to locate it using your phone’s tracking app. If it can’t be found, or you know it has been stolen, remotely lock the device.
“If it's been stolen, report it to local authorities and contact your mobile provider as soon as you can. The quicker you respond, the better your chances are of protecting your information and limiting that disruption,” Rose said.
Using another device, change the passwords for important accounts such as email, banking and social media. Where possible, remove the missing phone as a trusted device for two-factor authentication.
Let the people you’re travelling with, and family or friends at home, know what has happened and how they can reach you. Ask them to be wary of unexpected calls or messages appearing to come from your number.
If you lose your phone the first hour is important. BongkarnThanyakij
Before you go
Ten minutes of prep before you go can save hours of stress when you're overseas, Rose said.
Check the per-item limit on your travel insurance and keep receipts or other proof of ownership somewhere you can access without the phone.
Consumer NZ research lead Rebecca Styles recommended installing the latest security updates before travelling to give your phone the best available protection against cybercriminals.
On a recent overseas trip, she said she wrote key phone numbers, like her bank and family contacts, in a notebook in case the worst happened.
There are digital precautions worth taking too.
Oppo New Zealand managing director Morgan Halim said travellers should make sure their phone’s Find Hub or Find My technology was set up before leaving home.
That allows a missing device to be located, locked or remotely erased.
Check your insurance before you leave for a holiday. Getty Images/iStockphoto
Halim also recommended backing up photos and important information to the cloud, keeping key travel documents somewhere that doesn’t require a phone, and having another way to authenticate important accounts if they use two-factor authentication.
“A simple test is to ask yourself, if my phone disappeared right now, could I still get on my flight, check into my accommodation and access my money? If the answer is yes, you should be fine.
“Losing your phone is stressful enough; it shouldn’t mean losing access to your entire trip.”
This story was originally published by Stuff and has been reproduced with permission.
