Zoom Travel Insurance Questions & Answers

No, not for 12 months. Also the duration and whether or not you can get cover depend on your actual age. Your best bet is to contact our customer service team directly, or you can learn more here: external link 

Hi Anne, I have checked with our IT department and from our end the email seems to be fine. We have resent it to you in case there was an issue first time round and it may have got corrupted as emails sometime do. Our policies numbers are a mixture of letters and numbers randomly generated so they cannot be guessed, and it is easier to track for our customers as they are all very unique. If there are still issues, please let me know and I can ask someone from our customer service team to assist you further! Many thanks, Lizzie

Thanks seems all good now

Hi Kim, your best bet is to contact our customer service team directly rather than via Product Review if you have questions on cover. Live online chat is available Mon to Fri 9am to 5pm AEST. Alternatively, you can contact them here: external link 

Warm regards, Eva

Hi Alan, thanks for your query. Unfortunately, we cannot issue policy extensions and quotes via third-party websites. You will need to contact our customer service team directly. You can email info@zoomtravelinsurance.com.au. Otherwise, live online chat is available during business hours Monday to Friday.

Alternatively you may be able to extend your policy yourself online here: external link 

Warm regards Eva, social media team

Personally I wouldn’t go with zoom, and never will again. They find any excuse to void your claim, it’s a waste of time and money. I could recommend insure and go. We lodged a claim and they paid within a month and had no issues. I will go with insure and go for all future travel and tell all my family and friends never to use zoom !! Stay clear , do yourself a favour !

Hi Berocca, Thanks for your "question". I am not sure where you are getting your advice from, but we do not get people to write fake reviews. Never have and never will. We are too busy looking after our customers in their time of need and responding to real customer queries via our standard channels rather than answering nonsense questions via a third-party website.

It is my understanding that Product Review has a robust process to verify whether customers are real or not. If you're doubtful of their platform, perhaps you should discuss this with them. We cannot control what people write or Product Review's verification process. On a related note, I see that you are not actually a customer and as such have not been verified.

I hope you found the cover that you're looking for and have a great holiday.

Best regards, Eva | Customer Relations

Hi Amy, Thanks for your comment. Good or bad we value all feedback to help us improve our services and dealings with customers. In your comments, you mention that we find any excuse not to pay a claim. This is far from the truth. What you failed to mention is the fact that your claim was accepted in full. The amount payable to you was simply less than the excess that was due. You can learn about what am excess is here: external link 

If you're still overseas and have bought a new policy with a different insurer, I would recommend that you read the eligibility criteria in terms of purchasing before you leave the country and whether your policy dates need to match your travel itinerary dates to ensure that you're adequately covered.

Best regards, Eva | Customer Relations

Hi Gilbert, Zoom covers many conditions however you would need to complete our medical screening process in order to determine whether or not we would cover your condition. This largely depends on the condition, the recency, severity and treatment.

You will be asked to declare conditions and answer a series of questions during the quoting process.

Best regards, Eva | Social Media Team

Hi Maryanne, Thanks for your question. It sounds as though you emailed customer service so they would have responded to you at the time. Unfortunately, with insurance, you don't get to double-dip. Get a credit with your agent and a refund from your travel insurer. If you weren't offered a refund or credit by the airline or agent then you may have provision to claim with your travel insurer.

Best regards, Eva | Customer Relations

Hi Bill S, Thanks for your query. Unfortunately, as part of the social media team, I have no way of identifying you or how to contact you. If you have a product or general enquiry, you can visit our FAQs external link  or contact our customer service team via email info@zoomtravelinsurance.com.au. One of our friendly consultants will respond to you within 24 hours Monday to Friday. external link 

If your query relates to an existing claim, you can contact our claims team via email claims@travelclaimscentre.com or lodge a claim online here: external link 

Of course, if you’re in an emergency situation overseas you can contact our emergency assistance team 24/7 from anywhere in the world. external link 

Best regards, Eva | Social Media Team

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Hi Liz, assuming that you’re an Australian resident, yes should the need arise you would be repatriated back to your home in Australia.

If you are hospitalised and require emergency medical treatment, your overseas medical expenses and hospital stay would be covered. If the cost is for isolation there would be no provision to claim.

All claims are assessed on a case-by-case basis taking into account individual circumstances.

Should you decide that this policy no longer meets your needs and you’re within cooling-off period it is easy to can cancel your policy online here: external link 

If you’re outside of the cooling-off period, the customer service team will need to cancel your policy. We will deduct an admin fee of $25, plus the period that we have been on risk for pre-trip cancellation.

Warm regards Eva | Customer Relations

Hi Virginia, yes. If you’re within your cooling-off period it is easy to can cancel your policy online and obtain a full refund here: https://www.1cover.com.au/login/?redirect=%2Fpolicy-manager%2F If you’re outside of the cooling-off period, the customer service team will need to cancel your policy. We will deduct an admin fee of $25, plus the period that we have been on risk for pre-trip cancellation. The cancellation terms for policies purchased after 11 Nov 2021 are outlined on page 13 of our policy wording. https://www.1cover.com.au/assets/1Cover-AU-Standard-PDS-20211119.pdf#page17

Warm regards, Eva | Customer Relations

I'm not sure about your specific question, but I've contacted them via email and they always respond promptly.

Hi Lynette, Thanks for your enquiry. Yes, please be rest assured that you would be covered for emergency medical treatment onboard the ship, including for COVID-19. We have 24/7 emergency assistance that is available to assist in the event that you needed to be evacuated from the cruise.

However, our policy have a general exclusion relating to epidemics and pandemics so there is no cover anything else related to COVID-19 such as cancellation, quarantine costs, standard PCR tests or additional expenses.

Their website has copious information.

Hi Bev, Zoom policies include unlimited overseas medical cover, including for COVID-19 related medical expenses. Our travel insurance provides cover for your medical costs if you’re diagnosed with COVID-19 by a qualified medical practitioner. This cover includes costs resulting from any overseas hospital medical treatment, ambulance transportation or repatriation back to Australia.

This meets the requirement for governments that have mandated travel insurance with Covid cover for entry. Upon purchase, you will receive an additional page attached to your certificate of insurance outlining the COVID cover which can be used as evidence of the cover.

However, it is important to know that the policy has a general exclusion relating to epidemics and pandemics so there is no cover for anything else related to COVID-19 such as pre-trip cancellation, quarantine costs, standard PCR tests or additional expenses.

Hi Michele, What is covered by our policies and what isn't changes from time to time, so we prefer not to have this information on third party websites as it can become out of date. The best way to have questions answered is to contact our customer service team via email info@zoomtravelinsurance.com.au. Alternatively, our policy terms can be found in our policy wording here: external link 

To answer your question on this occasion, for policies purchased from 6 May 2022 onwards, Zoom policies include unlimited overseas medical cover, including for COVID-19 related medical expenses.

Our travel insurance provides cover for your medical costs if you’re diagnosed with COVID-19 by a qualified medical practitioner. This cover includes costs resulting from any overseas hospital medical treatment, ambulance transportation or repatriation back to Australia.

This meets the requirement for governments that have mandated travel insurance with Covid cover for entry to certain countries. You will receive an additional page attached to your certificate of insurance outlining the COVID cover.

However, the policy has a general exclusion relating to epidemics and pandemics so there is no cover anything else related to COVID-19 such as cancellation, quarantine costs, standard PCR tests or additional expenses. If you catch covid and have to cancel your trip, there would be no cover for cancellation costs.

Warm regards Eva | Social Media Team

Hi, Zoom promises a lot for a competitive price, but delivers nothing. Our flight was cancelled by the airliner, not us. The agent, Trip.com, is not refunding the money. No time line given, could get money back in a week or a year. Thus, no money no holiday. Zoom declined claim. With Covid the grey area is even bigger. I suggest a more mainstream insurer. Does NRMA offer travel insurance? Check.

Hi Rad, we are not aware of any insurer that covers flight cancellations caused by the airline for reasons such as mechanical or operational issues, staffing or rescheduling. There are certain flight cancellation benefits covered, however these are usually events outside of the airlines control such as severe weather, riots and strikes.

To answer your question, Yes, NRMA do offer travel insurance. Like other insurers they do not cover flight cancellations by the airline. Taken from the cancellation section of their policy wording (page 53).

We will not pay for claims caused by: 1. Transport Provider caused cancellations, delays or rescheduling other than when caused by strikes.

NRMA does not provide any cover for covid.

In 2021, 10% of flights in Australia got cancelled. Just over 103,000 flights of major U.S. air carriers alone were cancelled last year.

Covermore suspended sales of their newly launched “Cancel For Any Reason” policy on 13 March 2020 just after covid hit, so this is no longer an option.

I reckon you’d pay a pretty hefty premium with any insurer covering flight cancellations due to travel service providers in the current market.

I hope I’ve answered your question. I completely understand your frustration, you would think that the airline or booking company would take responsibility for not providing their services. Unfortunately, it’s just not something that travel insurance covers.

Hi Mick, apologies for the delayed response. Cover in relation to our policies can be found on our website FAQs. external link  You should refer to our Product Disclosure Statement for full details including, limits, terms and conditions. external link 

As our policies do change from time to time, we prefer to keep information in relation to what we cover within our own website rather than have out-of-date information published on third-party websites.

You could always email our customer service team at info@zoomtravelinsurance.com.au for specific questions.

Warm regards, Eva | Customer Relations

The policy does cover covid. However, like I explained, making a claim is difficult. I suggest more research into travel insurance providers. Dont do what I did and go for the first insurer that pops up in a google search. Good luck.