Emergency Services, Safety, and Health Care Access (Dialing 111 and ACC Coverage)

Knowing how to get help in an emergency, and understanding what's covered if you're injured, is one of the more overlooked parts of trip planning. Here's how New Zealand's emergency services work, what the ACC accident compensation scheme does and doesn't cover for visitors, and why travel insurance still matters even with ACC in place.

New Zealand's Emergency Number: 111

111 is New Zealand's emergency telephone number, covering Police, Fire and Emergency, and Ambulance services. It's free to call from any phone, including mobile phones without credit or a SIM card, and from public payphones.

When you call, an operator will ask which service you need — Police, Fire, or Ambulance — and connect you accordingly. If you're not sure whether your situation counts as an emergency, the advice from NZ Police is simple: call 111 anyway and ask. They'll help you work out what to do.

For hearing or speech difficulties, New Zealand also offers a 111 TXT service — this needs to be registered for in advance, so it's worth setting up before you travel if you might need it.

The Non-Emergency Number: 105

For situations that don't need an urgent response — like reporting a theft after the fact, property damage, or providing information about something that's already happened — New Zealand Police use a separate non-emergency number: 105. It's free, available 24/7 from any landline or mobile, and keeps the 111 line free for genuine emergencies.

Simple rule of thumb: if it's happening now, or someone's safety is at risk, call 111. If it already happened and nobody's in immediate danger, use 105.

What ACC Covers for Visitors

New Zealand's Accident Compensation Corporation (ACC) is a no-fault accident compensation scheme, and — notably for visitors — it covers everyone injured in an accident while in New Zealand, including tourists, not just residents. This is a distinctive feature of New Zealand's legal system: in exchange for this no-fault cover, people generally give up the right to sue for personal injury while in the country.

If you're injured in an accident during your trip, ACC can help with costs like:

• Medical treatment for the injury

• Some rehabilitation support

• Certain related costs, depending on the circumstances

You don't need to apply separately — your treating doctor or health provider can lodge the claim on your behalf when you're treated.

What ACC Doesn't Cover

This is the part that catches visitors out, since ACC is easy to mistake for comprehensive health cover. ACC specifically covers accidental injury only — it does not cover:

• Illness or sickness (including contagious diseases)

• Pre-existing conditions or conditions related to ageing

• Injuries sustained while travelling to or from New Zealand (for example, on the flight itself)

• The cost of things like cancelled flights, extended accommodation, or repatriation home

• Ongoing treatment or income support once you've left New Zealand

• Emotional or mental health issues, unless directly linked to a covered physical injury

If your medical situation isn't the result of an accident — a stomach bug, a pre-existing condition flaring up, or a non-accidental illness — ACC won't apply, and you'll be responsible for those costs unless you have separate insurance.

Why Travel Insurance Still Matters

ACC is genuinely useful, but it's not a substitute for travel insurance, and New Zealand's own government and tourism guidance consistently recommends visitors carry comprehensive travel insurance regardless of ACC coverage. Travel insurance fills the gaps ACC doesn't cover, including:

• Illness, rather than accidental injury

• Trip cancellation or interruption

• Emergency repatriation or additional travel costs following an accident

• Lost or stolen belongings

• Any portion of medical costs ACC doesn't fully cover

Given that ACC only applies to accidents and only within New Zealand, travel insurance remains essential for anyone visiting, not just a nice-to-have.

General Safety Tips for Visitors

• Save 111 and 105 in your phone before you start exploring, along with your accommodation's address in case you need to direct emergency services there.

• Check mobile coverage on your planned route — remote areas, including parts of Fiordland and the West Coast, can have limited or no signal, which affects your ability to call for help.

• Let someone know your plans if you're heading into remote or backcountry areas, particularly for hikes or activities without a guide.

• Follow posted safety warnings at natural attractions — geothermal areas, beaches with rip currents, and alpine areas all carry real risks that local signage is there to flag.

Frequently Asked Questions

Is 111 free to call in New Zealand? Yes, it's free from any phone, including mobiles without credit or a SIM card.

Does ACC cover visitors, or only New Zealand residents? ACC covers anyone injured in an accident while in New Zealand, including tourists and other visitors, not just residents.

Does ACC mean I don't need travel insurance? No. ACC only covers accidental injury within New Zealand, and doesn't cover illness, cancellations, repatriation, or costs incurred once you've left the country. Travel insurance is still strongly recommended.

What number do I call for a non-urgent police matter? 105, which is free and available 24/7 for situations that don't need an immediate emergency response.

In Short

New Zealand's emergency system is straightforward: 111 for anything urgent, 105 for non-urgent police matters. ACC provides genuinely useful no-fault accident cover for visitors, but it has real limits — it won't cover illness, cancellations, or costs after you've left the country. Travel insurance remains essential regardless of ACC, and it's worth having both sorted before you land.