Poor customer service
Whilst holidaying in NZ in January, I sustained a serious injury. I was impressed with the service I received whilst OS. Since returning the service I have received has been subpar. I have sent them my medical certificate to receive my income supplement payment. It has now been 6 weeks and numerous emails.
I have requested a phone call and have not yet receive such.
Excellent and highly recommended
We have used Zoom now for three overseas trips; touch wood we have not had to claim, however each time the online booking process has been easy, so I would guess a claim would be satisfactory.
The latest trip was postponed by our Tour Operator due to COVID-19 and Zoom was terrific in providing a travel voucher for 18 months for when we can to travel again. The response to our email was prompt and the service certainly better than we have wished. Thank you.
It was a pleasure dealing with Zoom Insurance who has been very understanding during this difficult times. My wife and i were pleasantly surprised when Harriet replied to us that we can't have the premium refunded but a credit voucher can be given to us for future use. This is my first time using Zoom and won't be the last. You have won our confidence in your display of great customer service. Well done!
Can’t get a refund
Tried to get a refund, instead was given a voucher which I can’t use due to illness. So advice to anyone thinking about taking out travel insurance with Zoom or any other insurance company, (read the policy fine print).To there credit zoom did give me a refund, thank you for showing empathy to my situation.
Most prompt and helpful
We are delighted with the way ZoomZoom dealt with us at this difficult time. They cancelled the existing policy to provide us a credit voucher. Well done Harriet and ZoomZoom. You have won us!
Always helpful and cheerful
I have used Zoom many times. Easy on-line process. Always helpful and cheerful on the phone. During this trying time Harriet got back to my email within 24 hrs. Good result I have been given a credit note for 18 months for my postponed trip.
We were unable to utilise the Zoom travel insurance because of the Covid-19 pandemic. As with most travel insurances, pandemics are not covered. Zoom was therefore not obliged to refund the money. It was obviously very disappointing not to get money refunded, however upon a request for refund of policy premium, we feel Zoom have acted fairly in offering a credit voucher to the value of our premium.
This has been much appreciated. Harriet has been very prompt, friendly and efficient to deal with.
Questions & Answers
Are all persons listed on an annual multi policy covered if they travel independently of each other?
ZoomZoom Travel Insurance
Hi Elizabeth, apologies for the delayed response but it looks as though this was already answered in your previous question below.
Natalie | Customer Service
|Contact Number||1300 049 880|
|24-Hour Phone Contact||No|
|Online Live Chat||No|
|Maximum Age Covered||69 years old|
|Overseas Emergency Assistance||Unlimited|
|Accidental Death||Not Included|
|Pregnancy (max weeks)||24 weeks|
|Resumption of Journey||$3,000|
|Hospital Cash Allowance||$50 per day, up to $2,500|
|Overseas Emergency Medical & Hospital Expenses||Unlimited|
|Loss of Income||Not Included|
|Permanent Disability||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||Not Included|
|Delayed Luggage||Not Included|
|Credit Card Fraud||$2,000 as part of Travel Documents cover|
|Travel Documents / Passport||$2,000|
|Maximum Single Item Limit||$3,000 (Laptops or Cameras)|
|Luggage & Personal Effects||$7,500|
|Rental Vehicle Excess||Optional Extra|
|Motorbike / Moped Coverage||Included for any size|
|Domestic Pet Care||Not Included|
|Special Activities Packages|
|Snow / Ski||Optional Extra|
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