Zoom Travel Insurance is an Australian-owned travel insurance provider. Unlike other brands, we focus exclusively on travel insurance, so you can rest assured that we're experts in travel and helping travellers get home safe and sound. Although we're new to the market, our founders are pioneers of the online travel insurance industry, innovating products for more than eighteen years.

Our award winning travel insurance is backed by HDI Global Speciality SE - Australia, an insurer with A+ financial strength ratings, so you can travel easy knowing that we’ve got your back.

As a result of the Coronavirus (COVID-19) pandemic, we are not currently taking phone calls unless it is an emergency.  Our friendly customer service team are readily available to answer any query that you have via email.

Customer Service & Sales
Email: [email protected]

Claims Enquiries
Email: [email protected]

24/7 Emergency Overseas Medical Assistance
Phone: +61 2 8 776 3010
Email: [email protected]

Because we try to make sure that you're only paying for the things you need! We have a simple base policy that works for a lot of customers, and if you're interested in hiring a car, hitting the slopes, going cruising or trying your hand at adventure sports and activities, you can customise your policy to suit you and your style of travel.

Click here to visit our Product Disclosure Statement.

Mishaps and misadventures are common while travelling, and can be both expensive and stressful. A good travel insurance policy will cover you for unexpected medical expenses, flight delays, lost luggage and more, so you can focus on the fun stuff.

This will depend on you and your circumstances, but generally speaking, we recommend you purchase a travel insurance policy as soon as you have made deposits on your trip. Usually, this happens when you book a flight or accommodation - so that you are covered from the moment you buy in the event of unexpected cancellations, like illness, injury, or natural disasters.

The easiest way to buy a policy is to get a quote and pay online.  

You can get quotes in seconds and the process allows you to choose any extra options you may require, read the relevant disclosures and declare any pre-existing medical conditions.

Zoom Travel Insurance policies automatically include all stopovers (excluding the USA) of less than 24 hours without you having to enter them in the quote or have them recorded on your Certificate of Insurance.

If you're stopping for more than 24 hours, or you're stopping in the USA, you must include those places in the quote engine so we can cover you.

As soon as you purchase a travel insurance policy with us, we will email you your Certificate of Insurance and Product Disclosure Statement (check your junk or promotions folder if you can't find it!). We'll also send you a text message with our 24-hour Emergency Assistance hotline number.

You are eligible for Cancellation Fees and Lost Deposit benefits for your trip as soon as you have purchased your policy. For all other benefits, your coverage starts from the date of departure from Australia.

No, unfortunately, we do not offer 'Already Overseas' cover.  All journeys with Zoom must start and end in Australia.

If you've already left the country and are looking for cover, you could consider comparing already overseas travel insurance 

Yes. For Medical Only, Frequent Traveller and Standard policies, the age limit is 69 years and under. For Comprehensive and Domestic policies, it is 85 and under. 

If you are aged 80-85 years a $3000 excess applies for any claims arising from, related to or associated with an injury or illness.

We can cover temporary residents of Australia who are temporarily travelling overseas, provided that you:

- hold a return ticket to Australia
- have a home in Australia that you intend to return to
- hold a valid visa or permit which provides access to all publicly funded health and disability services in Australia, or you have private health insurance that adequately covers you and any dependants travelling with for the entire duration of your policy and the rest of your stay in Australia.

To learn more, see our non-resident cover page.

Your departure date is the date you leave your home. So if you're travelling from your home in Brisbane to Sydney, then from Sydney to the USA, you would put the date you leave Brisbane.

Your return date is the date you return home. So if you're flying from the USA to Sydney, and then home to Brisbane, you'd put the date you return to Brisbane. Some travellers think that it's the date they leave overseas, but with long haul flights and the International Date Line, doing that might leave you with a few days where you aren't covered!

Good news - you enter your current age. This means you lock in the prices and benefits for the age you are now, not the age you are when you travel.

Zoom Travel Insurance covers your kids and grandkids provided that they are under 19, not in full-time employment, and are travelling with you for 100% of the journey. Enter their ages in the quote so that they'll be listed on the Certificate of Insurance.

If you are travelling with kids that aren't your children or grandchildren, or they are in full-time employment, or they aren't travelling with you the whole time, you can change them from being listed as dependants to adult travellers on the personal information page after you have selected your level of cover. This will cause the quote to change, and you can decide if the new price is right for you.

If your kids are travelling alone, they must be listed as an adult traveller. We have no age restrictions on children travelling alone.

If you've entered the ages of all the travellers of your trip, then the quote price is for all the travellers.

No, our policies are only valid for trips which start and end in Australia.

Yes, you need to add the Cruise Pack during checkout, as a domestic policy on its own does not include coverage for cruising, such as onboard medical treatment, or medical helicopter evacuation.

If you're an Australian resident, you aren't required to have a return ticket, but we do need you to enter a return date. You can extend your policy online up to a total duration of one year (or six months if you are aged 80-85) if you find you're overseas and don't want to come home yet.

Temporary residents are required to have a return ticket to purchase a policy with us.

Yes, you can. We won't be able to pay any claims for events that occur while you're working - if you slip on some ice behind a bar you're working at, for example - because your work should cover that. However, we can cover you for claims outside of work.

We are also unable to pay any public liability claims connected with employment in any business, profession, trade or occupation.

For customers aged 80-85, journeys are limited to six months or less in duration; and there is an excess of $3,000 for any claims related to medical issues.

Many credit card travel insurance policies do not meet travellers needs, so some things to look out for are:

- requirements to spend 50-100% of your trip purchases on that credit card (not ideal if you're going to a 'cash is king' country)
- not covering pre-existing conditions
- not covering the destination you're travelling to, the duration of your trip, or adventurous activities.

If your credit card policy is appropriate for you and your circumstances, that's great! If it doesn't, you may wish to consider a separate travel insurance policy.

If you've purchased a policy with us before, emailed yourself a quote, you'll be the first to know about any discounts or promotions we have on offer.

We have group discounts built into our quote engine, so if you're travelling with a big group, you can save on our already very competitive prices.

Our products are better suited to holiday travellers than those on business, but you can still buy a policy with us. You just wouldn't be covered for any activities at your place of work.

No, Ski Sports Cover is applied for the full duration of each journey, as it includes a number of benefits which are in effect before and after you hit the slopes.

No, Cruise Cover is applied to the full duration of each journey.

As soon as you purchase a travel insurance policy with us, we email you your Certificate of Insurance and Product Disclosure Statement, and send you a text message with our 24-hour Emergency Assistance hotline number. If you don't receive an email, check your junk, spam or promotions folder if you can't find it. If you still can't find it, or you don't receive a text message from us, your details may have had a typo. Contact us and our friendly customer service team will be happy to sort it out.

We have a cooling-off period of 14 days (provided that your policy hasn't already started). So if you purchase a policy, read the PDS and decide that it might not suit you and your circumstances, you can cancel it and get a refund. Simply cancel your policy online, or contact us.

Don't want to come home? Most travellers can extend their policy up to one year in duration (or to six months for travellers 80-85) while they're overseas. The period of cover cannot exceed 12 months from the start of the first of the travel dates shown on your certificate of insurance.  You can either update your policy online, or contact us.

Yes you can. Before your policy starts, you can change the departure and return dates, and the countries you'd like to visit. You can also change your return date and countries you're visiting after your policy has started. Simply update your policy online, or contact us.

No, unfortunately we do not offer refunds after the cooling-off period has passed.

Yes, we have a 14-day cooling-off period, providing that your policy hasn't already started and you do not have any pending claims. If you decide the policy isn't right for you, you can cancel and refund your policy here.

Yes you can! Simply update your policy online, or contact us.

All our travel insurance policies (excluding Medical Only) cover you for additional expenses if delays are outside the airline's control, such as poor weather or natural disasters, strikes, riots, civil protests or accidents. We do not cover you for delays which are within the airlines control though, such as overbooking. In those cases, you should speak to your airline about rebooking or rescheduling your flight, as well as any accommodation or meal vouchers which they offer as compensation.

Under our Comprehensive and Domestic policies, you may also have provision to claim for alternative travel expenses if you need to get to a prebooked event or tour.

All claims are assessed on a case-by-case basis, but depending which policy you selected, you may have provision to claim for additional expenses.

If your earlier flight was delayed due to reasons outside an airline's control, such as strike, riot, hijacking, civil protest, weather, natural disaster or accident, you may have provision to claim. We do not pay claims if the delays are for reasons within the airlines control, such as a mechanical fault or overbooking. In those cases, your airline may have customer service provisions such as accomodation or meal vouchers to make your delay more comfortable.

Additionally, you may have provision to claim for alternative arrangements necessary to arrive at a special event or prebooked tour if you purchase our Comprehensive policy. For more information on how to claim, see our Claims page.

For motorcycles greater than 125cc, you must hold a current Australian motorcycle licence, or a motorcycle licence valid in the country you are riding in. This applies even when a motorcycle licence is not required by law in the country you are riding in.

For scooters and mopeds (125cc or less), you must hold a current Australian drivers licence or a drivers licence valid for the country you are riding in. This applies even if a drivers licence is not required by law in the country you are riding in.

In both cases, you are not allowed to break local laws, so if a local licence or International Drivers Permit (IDP) is required, make sure you have one otherwise your claim may be invalid.

If you are travelling as a passenger (riding pillion), the person in control of the vehicle must have current motorcycle or drivers licence valid for the vehicle being ridden for the country you are riding in.

Whether you're driving or riding pillion, you must always wear a helmet!

No, we do not cover travellers for riding quad bikes.

Yes, we cover bicycle riding, provided that you are not engaging in professional or competitive cycling, bicycle motorcross (BMX) or downhill mountain-biking. We may also be able to provide coverage for your bike under some circumstances with the Bicycle Pack add-on.

Yes, within our 24/7 Emergency Assistance benefit, we cover all medically-necessary transfers, evacuations/repatriation to Australia, as approved by our Emergency Assistance team.

We also cover for the reasonable cost of either a funeral or cremation overseas and/or bringing your remains to your home should you pass away. Limits apply, check the PDS for details.

Yes, by purchasing our Cruise Pack add-on, you are entitled to medical assistance benefits, including onboard emergency medical assistance and helicopter evacuation, whether you're cruising internationally, or in domestic waters.

We automatically cover a number of sports and activities, and have a Sports and Adventure Pack add-on for the thrillseekers. Our automatic and add-on sports and activities coverage can be viewed here.

We automatically cover sailing up to 10 nautical off a landmass (provided that you are not racing), or offer coverage up to 15 nautical miles with our Sports and Activities add-on.

We exclude competitions and racing for a range of Sports and Activities. Please see our policy wording for a list of covered Sports and Activities.

Yes, provided that you can prove ownership and payment for the item, and the item is not one which is excluded under our policy, you may have provision to claim should you need. 

Yes, in limited circumstances we can cover lost, damaged or stolen jewellery. Please be advised that limits apply to how much we will pay for jewellery, check the PDS for details. 

Yes, in limited circumstances we can cover lost, damaged or stolen jewellery or watches. We do not offer high-value item cover for jewellery or watches. Please be advised that limits apply to how much we will pay for jewellery, check the PDS for details. 

Yes, we have an item limit on cameras and camera equipment under our Luggage and Personal Effects Benefit. If you require more coverage, you can apply for additional coverage with our High-Value Items cover. This add-on allows you to cover your items and have no depreciation formulas applied.

No, we do not have coverage for drones.

Yes, we have an item sub-limit for surfboards. If you require more coverage, you can apply for additional coverage with our High-Value Items cover. This add-on allows you to cover your items and have no depreciation applied. Please note that we do not cover sporting equipment while in use.

On domestic policies, rental vehicle excess is included at no additional charge, or you can choose to upgrade your cover if you need additional cover. For international policies, you can choose to add-on rental vehicle excess coverage. For more, see our rental vehicle excess page.

No, our rental vehicle excess is limited to certain types of motor vehicles. We cover campervans or motorhomes that do not exceed 4.5 tonnes, sedans, hatchbacks or station wagons, four-wheel drives or minibuses/people movers rented from a licensed motor vehicle company.

Provided that you have rental vehicle excess coverage on your policy, you are covered for campervans/motorhomes that do not exceed 4.5 tonnes, sedans, hatchbacks or station wagons, four-wheel drives or minibuses/people movers rented from a licensed motor vehicle company when you are on journeys that are more than 50km away from your home.

Claims are assessed on a case-by-case basis, but you may have provision to claim for Lost Deposits and Cancellation fees for flights, accommodation and pre-booked tours if your trip is cancelled or shortened due to the death or hospitalisation of a relative. You may also have provision to claim for additional costs of your return to Australia (Family Emergency benefits), and Resumption of Journey benefits.

Exclusions do apply - we will only cover you for the hospitalisation or passing of a relative who resides in Australia or New Zealand and is under 85, and generally only for situations which do not arise from pre-existing conditions. In the event the hospitalisation is as a result of a pre-existing condition, you may be eligible for a lower capped benefit provided that you were unaware of the likelihood of such hospitalisation or death.

We cannot offer coverage for countries or regions of countries which have an advisory warning against travel to or through. Please see smartraveller.gov.au for current advice.

We do not offer coverage for any act or threat of terrorism at this time.

We cover hiking, trekking or tramping up to 3,000 metres where specialist climbing equipment is not required. If you are on a climb above that altitude, or one that requires specialist climbing equipment, we are not able to cover you.

We do not cover any climbing above 3,000 metres above sea level.

We automatically cover hiking, trekking or tramping below altitudes of 3,500 metres where specialist climbing equipment is not required (excluding the Kokoda Track/Trail). If you purchase the Sports and Adventure Pack add-on, we will cover outdoor rock-climbing with appropriate ropes and safety gear, and expeditions to or on the Kokoda Track/Trail.

We will only cover medically-necessary evacuations, so if you just get tired and don't want to climb down, that wouldn't be covered.

We do not provide cover if you have climbed above 3,500 metres above sea level.

Yes, provided that you have selected the Cruise Pack add-on, you may be eligible for medical evacuation to get you from ship to shore whether you are in international or domestic waters.  

Our emergency assistance team should be contacted in the event that a medical evacuation is required.  They are trained medical experts and can assist to ensure that you are transferred to an appropriate medical facility for treatment.

In Bali, you are required by law to have an International Drivers Permit (IDP) with motorcycle endorsement, or a temporary Balinese licence, obtained from the police station in Denpasar.

If you are riding pillion, the driver must hold a licence valid in Bali to drive that vehicle.

Whether you're driving or riding pillion, you must always wear a helmet!

In Thailand, you are required by law to have an International Drivers Permit (IDP) with motorcycle endorsement, or a Thai motorcycle licence.

If you are riding pillion, the driver must hold a licence valid in Thailand to drive that vehicle.

Whether you're driving or riding pillion, you must always wear a helmet!

In Vietnam, you are required by law to have a standard or temporary Vietnamese licence to drive a vehicle above 50cc - an International Drivers Permit with motorcycle endorsement is not sufficient.

Additionally, according to our policy, you are required to have a local or Australian drivers or motorcycle licence to drive vehicles under 50cc.

If you are riding pillion, the driver must hold a licence valid in Thailand to drive that vehicle.

Whether you're driving or riding pillion, you must always wear a helmet!

When you purchase a Standard, Comprehensive, Domestic, or Frequent Traveller travel insurance policy, you have luggage and personal effect benefits. We have a sublimit on laptops, computers, video recorders and cameras, and mobile phones.

Depreciation does apply to luggage and personal effects benefits, so if you are looking for complete coverage for the value of your item, you can consider our High Value Items add-on, which lets you cover your items with no depreciation applied.

Yes! Zoom's easy medical assessment lets you declare your pre-existing medical conditions in a jiffy. Please note, we do not cover any conditions unless you declare them, complete the medical assessment process, pay any relevant additional premium and receive written confirmation from us confirming that cover has been accepted.  Failure to disclose a pre-existing medical condition may invalidate your policy cover under some sections.

Pregnancy is not considered a medical condition so you do not need to tell us about this unless you are currently pregnant and have had any complications of pregnancy; or you are currently planning a pregnancy via assisted reproductive treatment, for example, IVF. We automatically cover mums-to-be up to 24 weeks in gestation for single pregnancies and 19 weeks for multiple.  Please refer to the pregnancy section of the policy wording for more information on our pregnancy cover. For more information, see our pregnancy cover page.

No, we do not cover elective or cosmetic surgery. Travel insurance covers unexpected medical events, not high risk events that are planned. We are able to cover other aspects of your trip, such as lost luggage or rental vehicle excess, but we cannot pay any claims related to your elective or cosmetic surgery.

Cover for diabetes may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for high cholesterol may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for asthma may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for heart conditions may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for some types of cancers may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for allergies may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

Cover for mental health may be available subject to our medical assessment and the payment of an additional premium (where required). To find out if your condition can be covered, get a quote and follow the prompts to complete the medical assessment. 

We only consider something pre-existing when you were aware of the conditions (e.g. you had signs, symptoms, investigations or a diagnosis) when you purchased your policy. Please see our definition of a pre-existing condition to be clear on what this is. If you were not aware of the condition at the time of purchase, you do not have to let us know and you may have provision to claim for unforeseen issues that arise from that condition. 

Zoom travel insurance does not provide cover for any pre-existing medical conditions unless you declare them, complete the medical assessment process, pay any relevant additional premium and receive written confirmation from us confirming that cover has been accepted.  Failure to disclose a pre-existing medical condition may invalidate your policy cover under some sections.

Contact our emergency assistance team, First Assistance, as soon as possible on +61 2 8776  3010 or if you cannot make calls, email them at [email protected]. Our team can provide guarantees of payment to the hospital for reasonable emergency medical expenses, liaise with your medical team, arrange transfers or evacuation if necessary, and pass on messages to your family or employers. They can also arrange for any dependants to be sent back to Australia if they are without supervision while you are hospitalised.

If you do not contact us as soon as you are able, we may not be able to pay your claim.

Yes, our team of translators, doctors, and logistics experts are well equipped to help you with this. If you fall ill or are injured, contact First Assistance on +61 2 8776 3010 as soon as possible so that we can assist in your case. If you do not do this, we may be unable to pay your claims.

If the event of illness or injury, or you pass away, you will generally be evacuated or repatriated to Australia.

No, our policy only covers for emergency medical expenses which are incurred overseas.

No, our policy only covers for emergency medical expenses which are incurred overseas.

If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +61 2 8776 3010 as soon as possible. If our assistance team recommends that you return home due to illness or injury, you may have provision for additional travel expenses and lost deposits, depending on your policy. For information on claiming, see our Claims page.

Yes, you can choose your own medical adviser, or our medical assistance team can appoint a medical adviser for you, unless you are being treated under a reciprocal healthcare agreement. While our medical assistance team will do what they can to assist you, if you do not receive the medical treatment you expect, neither they or Zoom will be liable for anything that results from that treatment.

If you are advised that you need medical transfer or evacuation to Australia, you must contact First Assistance as soon as possible so they can approve the expenses. If you or a member of your party do not do this, we may not pay that claim.

Some events which are claimable under our policy require you to take action straight away.

Emergency and Medical
Contact First Assistance on +61 2 8776 3010 as soon as possible so that we can assist in your case and approve your expenses.

Loss or Theft of Luggage and Personal Effects
Report loss or theft of your luggage and personal effects to the police or relevant authority or official immediately and obtain written evidence of this report.

You can submit a claim online either while you're still on your trip, or within 30 days of your return to Australia. If you have any queries or concerns, you can also contact the Claims Team on by email at [email protected]

For us to process your claim quickly, we will need certain documents and evidence from you. For each type of claim, we outline exactly what kind of documentation we need in our claims procedure.

We will assess your claim within 10 days of receiving it, provided that we have all the documentation and information required. If we need additional information, we'll let you know within 10 business days, and provide an estimated timetable and process for making a decision.

In the event your wallet, phone, or passport are missing, report the loss or theft of your luggage and personal effects to the police or relevant authority immediately and obtain written evidence of this report.

If your phone is lost or stolen and you wish to make a claim, you must also block the IEMI number by contacting your telecommunications provider.

If your passport is lost or stolen, you should immediately report it to the Australian Passport Office or nearest Australian diplomatic or consular mission i.e. an embassy, or to the appropriate foreign authority which issued your passport.

If your wallet is lost or stolen, immediately report it to the banks which issue any cards in your wallet to prevent fraudulent transactions.

You can submit a claim online either while you're still on your trip, or within 30 days of your return to Australia.
 

We generally prefer receipts or paid invoices, and can also use bank or credit card statements to substantiate your claim.

An excess is an amount you will be required to pay before an insurer will pay your claim. This helps keep premiums down by preventing frivolous claims for a lost pair of $20 sunglasses.

For Example: if you have a $200 excess and you make a cancellation claim for $2,500, your insurer will deduct the excess from your claim and pay you $2,300.

We do not apply an excess for all types of claims - please check the Table of Benefits in our policy to see which benefits have an excess. We only charge an excess per event, not per claim.

For Example:  if you are injured and your condition requires several follow up visits overseas, you would only be charged one excess, as the claims are for the same event.

Please be aware that all claims related to medical issues for travellers 80-85 have a $2,000 excess.

We have a standard $200 excess on our travel insurance policies, but you can reduce your excess to $100 for a small increase to your premium. You can choose this option on the second page of our quote process. Please note that if you are 80-85, claims resulting from medical issues have a $3,000 excess.

There are situations which may arise that mean you would prefer someone else receive correspondence from us and handle the claims process. You can nominate this person on the Claims form.

Claims are assessed on a case-by-case basis, but you may have provision to claim for this on all policies except Medical Only. If loss or damage occurs, contact your airline as soon as possible to report it, and get written documentation from the airline that a report was made. For more information on how to claim, see our Claims page.

We will not pay for any loss or damage to jewellery, mobile phones, cameras, video cameras, personal computers, computer equipment or their accessories which occurs while checked in to a cargo hold of any aircraft (or ship, train, tram or bus), unless the airline required you to transport them in cargo hold and you have written documentation to that effect.

Claims will not be paid if your claim arises from errors or omissions in any booking arrangements, or failures to obtain the relevant visa, passport or travel documents.

We do have a 14-day cooling-off period (provided that your policy hasn't already started), so depending on when you purchased your travel insurance policy, you may be eligible to cancel and refund your policy if your travel documents have not come through in time. You can do it online here.

Claims cannot be paid if your leave was cancelled by your employer unless you are a full-time member of the Australian Defence Force, or of federal, state or territory emergency services.

All claims are assessed on a case-by-case basis. You may have provision to claim, provided that you can provide a record of ownership and a record of the value of the item. For more information on how to claim, see our Claims page.

We pay all claims in Australian dollars. If you have no record of the transaction in Australian dollars, we will convert the amount from foreign currency to Australian dollars. If you provide us with records of your credit card transaction, your claim can also include any fees or currency exchange charges from your bank for making the purchase.