Travel Alerts

Issued: 17th April 2024 

Dubai is currently facing a major flooding crisis. We are aware that the floods may have an impact on policyholders travelling to or from Dubai. 
 
We advise all customers who are travelling to, or are already in the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency services if you require assistance. 

The following information concerns policyholders whose travel arrangements have been affected by this weather event. 

As this event is now widely reported in the media, any policies purchased after 13:00pm AEST on Wednesday, 17 April 2024 will not provide cover for losses arising from this severe weather event. 

This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy. 

If you’re already travelling 

If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so.  

How does this event affect your cover? 

Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy. 

All other terms, conditions, limitations and exclusions continue to apply. 

If your travel plans are affected 

If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance. 

In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred. 

If you wish to make a claim, the best way to do this is by using our online claim form. 

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted. 

 

Issued: 19th January 2024

In the wake of Cyclone Jasper and record rainfall in North Queensland causing flooding throughout December, severe weather alerts have been issued as a new tropical cyclone looms. 

The entire east coast of Queensland is being urged to stay vigilant and updated with forecasts and weather warnings. Many news outlets are reporting the likelihood of the low 05U developing into a tropical cyclone by Monday.

As this event is now widely reported in the media, any policies purchased after 12:00pm AEST on Friday, 19 January 2024 will not provide cover for losses arising from this severe weather event.

This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.

If you’re already travelling

If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so. 

How does this event affect your cover?

Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.

All other terms, conditions, limitations and exclusions continue to apply.

If your travel plans are affected

If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance.

In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.

If you wish to make a claim, the best way to do this is by using our online claim form.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

 

Issued: 7th December 2023

Tropical Cyclone Jasper, situated in northern Queensland is expected to intensify and make landfall in the coming days. 

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This means that any policies purchased after 12:00pm on 5th December 2023 AEDT will not provide cover for losses arising from Cyclone Jasper. 

If you are currently travelling:

You should monitor Smart Traveller and local news reports. The Bureau of meterology will issue regular updates to help keep communities informed as the situation evolves over the coming days. 

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Issued: 24 October 2023

Tropical Cyclone Lola is expected to make landfall in Vanuatu's northern islands on 24 October and to intensify further as it passes through Vanuatu.

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity and Cyclone Lola were widely published in the media at 12:00 am on 23rd October 2023 AEDT.

This means that any policies purchased after 12:00 am on 23rd October 2023 AEDT will not provide cover for losses arising from Cyclone Lola.

If you are currently travelling:

You should monitor Smart Traveller, local news reports via Radio Vanuatu and VBTC (television). Follow the advice and warnings issued by the Vanuatu Meteorological and Geo-Hazards Department.

In the event of a cyclone, follow the National Disaster Management Office and Vanuatu Meteorological and Geo-Hazards Department advice.

If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to these events, there may be provision to claim for reasonable additional travel, accommodation, and meal expenses.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Issued: 19th October 2023

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 19th October 2023, The Australian Government upgraded its travel advice for Lebanon to ‘Do Not Travel’ due to the volatile security situation and the risk of the security situation deteriorating further.

Tensions are heightened due to recent events in Israel and Gaza. Daily military action is occurring in southern Lebanon and could escalate quickly. This could affect your ability to move to safety. Avoid areas where military activity is ongoing.

Our deepest sympathies go out to all those impacted by the devastating events in and around Lebanon, Israel and the Middle East.

If you are in Lebanon and require emergency assistance, please contact our emergency assistance team.

If you need emergency consular assistance, contact the Australian Government's Consular Emergency Centre on +61 2 6261 3305 (if you're overseas) and 1300 555 135 (in Australia).

If you require flight repatriation, please register on DFAT's registration portal as soon as possible.

If you are already travelling

If you're in Lebanon and wish to leave, you should depart through the first available commercial option as soon as you're able to do so. Airports may pause operations with little notice due to heightened security concerns. This may cause flight delays or cancellations for a sustained period. The Australian Government's ability to assist you to depart Lebanon will be very limited in a deteriorating security situation.

If you're an Australian citizen in Lebanon and want to leave, and do not already have plans to depart through commercial flights, please register on DFAT's registration portal. DFAT will communicate directly with registered Australians on flight departure options.

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

• Monitor media updates to stay informed about the evolving situation.
• Keep friends and family back home informed about your safety.
• If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

Issued: 13th October 2023

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 7 October, Israel declared a state of war in response to a reported attack by Hamas. Thousands of civilians have been killed or injured. Our deepest sympathies go out to all those impacted by this devastating event, especially to the families that have lost loved ones.

These events have led to the temporary closure of the international airport in Tel Aviv. Numerous international airlines have suspended their flights to and from Israel.

Due to the volatile security situation, including the threat of terrorism, armed conflict and civil unrest in Israel, the Occupied Palestinian Territories, and bordering countries, the Australian Government’s advice is to ‘Reconsider your need to travel’ to the region.

Furthermore, there is a ‘Do Not Travel’ warning for Gaza and its periphery due to ongoing armed conflict.

If you are in Israel and require emergency assistance, please contact our emergency assistance team.

If you need emergency consular assistance, contact the Australian Government's Consular Emergency Centre on +61 2 6261 3305 (if you're overseas) and 1300 555 135 (in Australia).

If you require flight repatriation, please register on DFAT's registration portal as soon as possible.

If you are already travelling

If you are already travelling in or around the affected area, the Australian Government are advising travellers to reconsider your need to travel.

If you're an Australian citizen in Israel or the Occupied Palestinian Territories and want to leave, and do not already have plans to depart through commercial flights, please register on DFAT's registration portal. DFAT will communicate directly with registered Australians on flight departure options.

If you're planning to stay in Israel or the Occupied Palestinian Territories, follow the instructions of local authorities, including alerts to seek shelter. Monitor local media and public safety information updates through the National Emergency Portal (accessible in Israel only).

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Disclosure Statement (PDS) and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

• Monitor media updates to stay informed about the evolving situation.
• Keep friends and family back home informed about your safety.
• If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

Issued: 22 January 2021

The Australian Government has a ban on overseas travel from Australia due to the health risks from the COVID-19 pandemic and the significant disruptions to global travel.  You can’t leave Australia unless you get an exemption from the Department of Home Affairs.

Many countries and territories around the world have imposed strict travel restrictions and airline travel has been severely disrupted.  Many borders are closed to people who are not citizens or permanent residents of that country. If you intend to travel, it is important to understand imposed travel restrictions, the requirement for travel exemptions and any quarantine rules before booking travel.  The travel advisory for all countries is currently set at ’Do Not Travel'.

We recognise that some customers are already overseas and may be experiencing difficulties in returning home to Australia. Australians who cannot return home should visit the government’s trying to get home page for further information or contact our assistance team. If you’re stuck overseas and need to extend your policy, you can Update Your Policy Online.  Please contact our customer service team for assistance if you experience difficulties.

Important Note: Please know that if you're travelling to Australia on or after 22 January 2021, you must provide evidence of a negative COVID-19 (PCR) test to your airline, taken 72 hours or less prior to departure. Learn more on returning to Australia.
  
Certain customers may be able to purchase Zoom travel insurance for upcoming international travel, provided that you are not travelling against government advice and/or you have been issued with a travel exemption from the Department of Home Affairs.

It is important to know that all of our policies have a general exclusion relating to epidemics and pandemics.  Therefore, regardless of when you purchased your policy and the destination to which you are travelling, it is unlikely that any claim arising due to the Coronavirus will be covered.


USEFUL TRAVEL RESOURCES

• For more information about managed isolation and quarantine, please visit Department of Health’s quarantine advisory.

• For the latest COVID-19 updates, please visit the Department of Health

•  If you're trying to return to Australia, you should register your details with DFAT’s registration portal.

• We encourage all Australians planning to travel overseas to subscribe to Smarttraveller for travel advice and news updates.

• We recommend you closely monitor local media and news channels and follow the advice from the World Health Organisation (WHO).

 

CORONAVIRUS (COVID-19) OUTBREAK

• Issued: 18 March 2020 (update to advice issued 5 February)
  
  On March 18th, 2020, the Australian Government raised the travel advice for the whole world to Level 4 - 'Do Not Travel' in response to the global coronavirus pandemic and advised that those wishing to return home do so as soon as possible. 
  
  Our priority is helping our customers stay safe. We still encourage all travellers in an emergency medical situation to contact our Emergency Assistance team. They can provide guidance as to the next steps you can take. Our 24/7 Emergency Assistance Team are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.
  
  If you are in an actual emergency and experience a delay when calling our Emergency Team, please do not panic. Stay on the line if you can, or send an email. If you have sent an email, it will get seen, and our team will get in contact as soon as they can.
  
  Call the 24/7 Emergency Assistance Team on +61 2 8776 3010, or email them on [email protected]
  
  The novel coronavirus (COVID-19) is a frequently-evolving event, which has been widely published in the mass media. On January 31st, the World Health Organisation (WHO) declared the outbreak to be a Public Health Emergency of International Concern (PHEIC), and declared the outbreak to be a pandemic on March 11th 2020. 
  
  All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic, or the threat of an epidemic or pandemic. Therefore, regardless of when you purchased your policy, it is unlikely that any claim will be covered if it relates to the coronavirus. This applies to all countries, including countries where DFAT has not yet issued a coronavirus (COVID-19) travel warning.  We will, however, assess each and every claim based on its individual facts and circumstances and policy terms and conditions.
  
  Your policy requires you to mitigate your costs. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.
  
  We also urge all travellers to remain up-to-date with the latest travel advice from Smartraveller and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.
  
  Visit here for more information on refunds and rescheduling your travel insurance policy.
  
  See previous updates about cover relating to the Coronavirus. 

PHILIPPINES VOLCANIC ERUPTION

Issued: 13 January 2020

We are aware that a volcano in the Philippines near the capital Manilla has erupted prompting the evacuation of thousands of people and the cancellation of flights. 

We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance on +61 2 8776 3010. 

We urge all travellers to remain up-to-date with the latest travel advice for the Philippines from Smartraveller.

For policies issued prior to 11:59 PM on 12th January 2020 (AEST) there is provision for cover. 

However, if you entered into a policy after 11:59 PM on 12th January 2020 (AEST), we would expect you would have done so with an awareness of this eruption. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Philippines volcanic eruption.

Please click to learn more about cover with regard to the Philippines volcanic eruption.


 

 

MEASLES OUTBREAK, PACIFIC

Issued: 6 December 2019
 

We are aware of the current measles outbreak affecting a number of  Pacific countries including Samoa, American Samoa, Tonga, Fiji, and New Zealand.

We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance on +61 2 8776 3010. We urge all travellers to remain up-to-date with the latest travel advice from DFAT and Smartraveller.

IMPORTANT INFORMATION

Our travel insurance policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy.  If you purchased a policy after the below-listed dates, we would expect you would have done so with an awareness of the measles outbreak. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the epidemics and outbreak.

- The Government of Samoa declared a one month state of emergency on 15 November
- The Tonga Ministry of Health declared a measles outbreak on 22 October
- The Fiji Ministry of Health declared a measles outbreak on 7 November
- The New Zealand outbreak is largely concentrated around Auckland

COVER FOR EPIDEMICS
Please note our policies do not cover for claims arising from, related to, or associated with an actual or likely epidemic or pandemic or the threat of an epidemic or pandemic.
We will assess all claims in accordance with your Product Disclosure Statement and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
This advice should be read in conjunction with your Product Disclosure Statement.  If you have any further questions, or wish to make a claim, please contact us at [email protected]

IF YOU'RE TRAVELLING SOON

- If you're considering altering your trip dates, we recommend you contact your travel agent travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements and we recommend you contact them for further details.
- Check your vaccinations are up to date, and talk to your doctor about getting a blood test to check your immunity, especially if you’re over 50. 
- Talk to your doctor before travelling to Pacific destinations with children, or if you are pregnant or immunocompromised.
- Keep abreast of travel advice from the Department of Foreign Affairs and Trade.
- For travel to American Samoa, you must show proof that you've had a measles vaccination at least 2 weeks before you arrive. 

CHILE PROTESTS AND RIOTING

Issued: 21 October 2019

Protests, rioting and state of emergency which is currently affecting areas of Chile. The unrest, sparked by increased metro fares has broadened to reflect concerns over inequality and high living costs. A state of emergency and night-time curfews have been declared by the government, and the military has been deployed in several cities. Subway and other public transport services have been suspended. 

We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance. We urge all travellers to remain up-to-date with the latest travel advice for Chile from Smartraveller.

If you're a Zoom policyholder in Chile and require emergency assistance, please call +61 2 8776 3010

News of this ongoing event has been widely publicised. If you enter into a policy after an event has occurred, cover may not be available for that event.

For policies issued prior to 9:00am AEDT 21 October 2019 there is provision for cover.  For policies issued after 9:00am AEDT 21 October 2019 there is no cover for any claims arising from this event.

If you entered into a policy after 9:00am AEDT 21 October 2019, we would expect you would have done so with an awareness of the protests and closures. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Chile protests.
 
If you're a customer who is travelling to or are already in the affected areas, please stay safe, follow instructions from authorities and monitor the media closely.  Please stay up to date with the Smartraveller advice issued by DFAT and register your details if you haven't already.

Click to learn more about you cover with regard to the Chile Protests.

 

TYPHOON HAGIBIS, JAPAN

Issued: 10 October 2019
 

We are aware of the impact of Typhoon Hagibis, which is currently affecting areas of Japan. The Japanese Meteorological Agency has forecast landfall on the Pacific Coast between Saturday and Sunday with torrential rains, high waves and tides, and potential flooding.

Airline and train services have announced suspended services. The expected impacts are such that organisers of the 2019 Rugby World Cup decided to cancel at least two matches scheduled to be played over the weekend.

We advise all customers who are travelling to, or are already in the affected areas, to take care and please do not hesitate to contact our emergency service if you require assistance on +61 2 8776 3010.

We urge all travellers to remain up-to-date with the latest travel advice for Japan from Smartraveller.

For policies issued prior to 9:00am AEDT 10 October 2019 there is provision for cover.  For policies issued after 9:00am AEDT 10 October 2019 there is no cover for any claims arising from this event.

If you're a customer who is travelling to Japan or have already experienced trip disruptions as a result of this weather event, please read more on cover for Typoon Hagibis.  

 

TYPHOON FAXAI, TOKYO JAPAN

Issued: 10 September 2019
 

A powerful typhoon "Faxai" battered Tokyo on Sunday evening 8th September.  With ferocious winds of up to 209 kilometres per hour, Faxai is one of the strongest typhoons to hit the Japanese capital in a decade. The powerful typhoon made landfall near the city of Chiba, killing three people and leaving more than 60 injured. By midday on Monday, Faxai had cut power to nearly a million people in and around Tokyo, saw more than 130 flights cancelled and disrupted ground transport with bus and train networks closed for hours.

 

If you're a Zoom policyholder in Japan and require emergency assistance, please call +61 2 8776 3010.

For policies issued prior to 8:00am AEST 9 September 2019 there is provision for cover.  For policies issued after 8:00am AEST 9 September 2019 there is no cover for any claims arising from this event.

If you're a customer who is travelling to Tokyo, or have already experienced trip disruptions as a result of this weather event, please read more on cover for Typhoon Faxai, Tokyo Japan.
 

HONG KONG, CHINA  PROTESTS AND CLOSURES 

Issued: 13 August 2019

Protests and demonstrations began in Hong Kong on 31 March 2019 following a proposed change in extradition treaties between Hong Kong and mainland China.  News of planned protests targetting airports and disruption to travel services has been widely reported, and subsequent disruption is deemed to be a continuation of this same movement.

We are aware that some of our customers may have been affected by protests that have effectively shut down Hong Kong Airport.  We advise all of our customers transiting through or travelling to Hong Kong to check with their airlines for latest flight information.

If you're a Zoom policyholder in Hong Kong and require emergency assistance, please call +61 2 8776 3010

For policies issued prior to 9:00am AEST 6 August 2019 there is provision for cover.  For policies issued after 9:00am AEST 6 August 2019 there is no cover for any claims arising from this event.

If you're a customer who is travelling to Hong Kong, or have already experienced trip disruptions as a result of these protests, please read more information on cover for Hong Kong protests.
 

EARTHQUAKE, BALI INDONESIA

Issued: 16 July 2019


A 5.7 magnitude earthquake struck the island of Bali in Indonesia at 8:00am local time on 16th July 2019.  The media are reporting that damage to buildings is isolated, and that no fatalities have occurred. No tsunami warning has been issued at this stage.

If you're a Zoom policyholder in Bali and require emergency assistance, please call +61 2 8776 3010.

If you're a customer who is travelling to, or are already in the affected areas, please stay safe, follow instructions from authorities and monitor the media closely.  Please stay up to date with the Smartraveller advice issued by DFAT and register your details if you haven't already.

Read more on cover for Bali's most recent earthquake. 
 

MT AGUNG ERUPTION, BALI INDONESIA 

Issued: 26 May 2019

Mount Agung erupted on Friday evening 25th May sending thick ash into the air causing flight delays and cancellations with several Australian airline operators with flights scheduled to and from Denpasar airport.   The National Disaster Management Authority (BNPB) has not raised the alert level for the volcano and its exclusion zone remains a 4-kilometre radius around the crater.  Flights resumed as normal on Saturday 26th May.

Mt Agung became active again in 2017 with this just the latest in a series of eruptions after more than a half century of slumber. Please note that there will be no cover provided for policies purchased after midday AEST 22 November 2017 for any claims relating to Mt Agung.

If you're a Zoom customer who is travelling to Bali, you can read more information on Mt Agung, Volcanic Eruptions.

 BOMBINGS IN SRI LANKA

Updated: 13 June 2019
Smartraveller reviewed its travel advice for Sri Lanka on 13 June 2019 and lowered the level of advice to 'exercise a high degree of caution'. Conditions can change suddenly so we reccomend you subscribe to updates and register your travel plans.
 

Issued: 1 May 2019

On 21 April 2019, a number of bombings targeted prominent hotels and churches in the cities of Colombo, Negombo and Batticaloa. These attacks resulted in over 250 deaths and hundreds more were injured.  Australian travellers are advised to avoid all affected areas and minimise movement until the situation stabilises.

On 1 May, Smartraveller updated it's travel advice to "Reconsider Your Need to Travel" to Sri Lanka, which may affect your travel insurance.  If you're a Zoom customer who is planning to travel to Sri Lanka, is currently travelling to or are already in Sri Lanka, please read more information on the Sri Lanka Bombings.
 

 

AIR NEW ZEALAND STRIKE

Issued: 12 December 2018

We are aware Air New Zealand aircraft maintenance engineers, aircraft logistics and related staff have scheduled a strike four days out from Christmas on 21st December 2018. 

Air New Zealand has said that close to 42,000 customers booked to travel domestically and internationally on that date may face potential flight cancellations if the strikes take effect.

The Aviation and Marine Engineers Association (AMEA) and the New Zealand trade union, E tū have notified Air New Zealand of a total strike by almost a thousand unionised employees on December 21st 2018. 

We recommend signing up to Air New Zealand Travel Alerts to receive the most up-to-date status information about your flight. 

If you're a Zoom customer who is travelling on the affected date, please click for more information on the Air New Zealand planned strike. 
 

TSUMAMI & EARTHQUAKE, INDONESIA

Issued: 02 October 2018

On 28 September 2018, a 7.5 magnitude earthquake and subsequent 18-foot tsunami hit Central Sulawesi leaving Palu and the surrounding area devasted.  The media are advising that well above 800 people have died in this tragic event.  Our heart-felt thoughts go out to all those individuals and families that have been affected.

Communications and transport infrastructure in the Palu area have been paralysed. Australians wishing to depart the area should check with their local travel provider, monitor media and follow the instructions of local authorities. The level of advice from the Department of Foreign Affairs and Trade (DFAT) remains Exercise a high degree of caution in Indonesia, including Bali and southern Lombok. Reconsider your need to travel to northern Lombok, the Gili Islands and Central Sulawesi and Papua provinces.  Please visit the Smart Traveller website to stay up to date with the latest advice issued  by DFAT.

If you are in Indonesia and need emergency assistance, please call us on +61 2 8776 3010

LOMBOK, INDONESIA EARTHQUAKE 

Issued: 06 August 2018

A 6.9 magnitude earthquake struck the island of Lombok in Indonesia at 7:45pm local time yesterday, resulting in over 90 fatalities. First and foremost, our heartfelt thoughts and sympathies go out to all those affected by this tragic event.

If you're a Zoom policyholder in Indonesia and require emergency assistance, please call +61 2 8776 3010

If you're a customer who is travelling to or are already in the affected areas, please stay safe, follow instructions from authorities and montior the media closey.  DFAT have not issued a warning at this time, but please stay up to date with the Smartraveller advice issued by DFAT and register your details if you haven't already.

Read more on cover for Lombok's most recent earthquake.

MT KILAUEA VOLCANIC ERUPTION, HAWAII

Issued: 18 May 2018

We wish update customers that following the eruption and elevated seismic actitivy on 3 May (local time), Hawaii's Kilauea volcano has had an explosive eruption. The surrounding areas have been impacted by eruptions of lava flow from volcanic fissures and plumes of ash.  Please refer to your travel providers following service interruptions as they can best assist with making alternative arrangements.

​If you need assistance or advice, contact our 24 hour Emergency Global Assistance team on the numbers listed on our website or on your certificate of insurance.

News of this ongoing event has been widely publicised. If you enter into a policy after an event has occurred, cover may not be available for that event.

For policies issued prior to 4:30pm AEST 4 May 2018 there is provision for cover.  For policies issued after 4:30pm AEST 4 May 2018 there is no cover for any claims arising from this event.

If you entered into a policy after 4:30pm AEST 4 May 2018, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Kilauea volcanic ash cloud. Read more on cover for Mt Kilauea Hawaii, USA.

VOLCANIC ERUPTION OVERVIEW

Issued: 23 February 2018

Mt. Sinabung, Sumatra, Indonesia – Erupted on 13 January
Mt. Agung, Bali, Indonesia – Erupted on 16 January
Mt. Mayon, Philippines – Impending Eruption

As Mt. Sinabung has already erupted, and Mt. Mayon is experiencing an impending eruption, they are now known events. This means that we will treat any claims related to volcanic activity from policies purchased after 16 January 2018 as ‘foreseen’ and therefore not covered under a relevant insurance policy. Even so, if you would still like us to consider whether your loss is covered then please submit a claim.

For details on cover for Mount Agung, Bali please refer to Zoom's Mt Agung volcano travel alert page.

MOUNT AGUNG VOLCANIC ERUPTION, BALI
 

Updated Alert: 16 January 2018

We wish to inform customers about an update on Mount Agung in Bali. The volcano continues to erupt intermittently. The volcanos latest eruption occurred on 16th January 2018 resulting in further Ash Clouds. Our policy continues to exclude cover for Mount Agung volcano.  This has been in place since November 22nd Midday (AEDT). 
 
Cover is only available for Mount Agung if you purchased a policy before 10am 18th September 2017 (AEDT) or between 9am 6th November and midday 22nd November 2017.  The reason this is in place is because our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. 

If you entered a policy during the times noted above, we would expect you would have done so with an awareness of the heightened volcanic activity. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Agung volcanic ash cloud. Read more on cover for Mount Agung, Bali.

MEXICO CITY, EARTHQUAKE

Issued: 20 September 2017

We are aware that an earthquake has struck near Mexico City which may have an impact on policyholders travelling to the area. First and foremost, our sympathies and thoughts go out to all those affected by this. We advise all customers who are travelling to or are already in the affected areas to take care and please do not hesitate to contact our emergency service if you require assistance. 

If you are currently travelling and need emergency assistance please call +61 2 8776 3010. We urge all people to remain up to date with the latest media advice.

This information was issued on Wednesday 20 Septemeber 2017 and applies to your travel insurance policy with Zoom.
Read more on cover for Mexico City earthquake.

AUCKLAND FUEL CRISIS

Issued: 19 September 2017

We are aware that some flights in and out of Auckland have been cancelled or delayed due to the fuel shortage at Auckland Airport. Fuel supplies have been rationed and airlines are looking to refuel in Australia and elsewhere to keep long-haul services running.  To find out more information concerning policyholders whose pre-paid travel arrangements have been affected by this event, read more on cover for Auckland Fuel Crisis.
 

 VOLCANIC ACTIVITY, MOUNT AGUNG, INDONESIA

Issued: 18 September 2017

Indonesia has raised the alert level for the Mount Agung volcano on the tourist island of Bali following an increase in volcanic and tectonic activity.

The National Disaster Mitigation Agency said that the alert has been raised from normal to vigilance. It warned against panic, saying there would be further increases in volcanic activity and changes to the alert level before an eruption.

Please see more information that will apply to your travel insurance policy with Zoom regarding the Mt Agung volcano.

 

INCIDENT IN BARCELONA, SPAIN

Issued: 18 August 2017

A recent event has taken place involving a van ploughing through pedestrians in Barcelona's Las Ramblas tourist area.  Our sympathies and thoughts go out to all those affected by this, and the subsequent tragic events that have taken place in Spain.

Please see more information that will apply to your travel insurance policy with Zoom regarding the Barcelona terrorist attack.

 

INCIDENT AT MANCHESTER ARENA, UK

 

Issued: 23 May 2017

There has been an explosion at the Ariana Grande concert at Manchester Arena in Manchester. Local authorities have confirmed that there have been a number of fatalities and injuries.

We would firstly like to extend our deepest sympathies to all those affected by this tragic event in Manchester on Wednesday, 23rd May 2017.

Please see more information that will apply to your travel insurance policy with Zoom regarding the Manchester Arena incident.

CYCLONE DONNA

 

Issued: 5 May 2017

We are aware that Cyclone Donna may have an impact on policyholders travelling from or to Vanuatu.

We advise all customers who are travelling in and around the affected areas to take care during the current weather event, and please do not hesitate to contact our emergency service if you require assistance. We urge all people to remain up to date with the latest media advice.

Please see more information that will apply to your travel insurance policy with Zoom regarding Cyclone Donna.