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Coronavirus Pandemic

 
The Coronavirus (COVID-19) pandemic caused significant disruption to many travellers' past, present, and future travel plans. Australian international borders re-opened on 1 November 2021 and with the global pandemic we have all faced there will be changes on how we can travel from now on. It has never been more important, and necessary, to ensure you have travel insurance. We’ve prepared this information to assist with your current and future travel plans. You should always make sure you check the smartraveller website before you travel to ensure you understand any restrictions, travel warnings and recommendations relating to any country you intend to visit.

The information provided on this page is general advice only and has been prepared without taking into account your objectives, financial situation or needs. Please consider your personal circumstances and the policy wording.
 
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COVER SNAPSHOT

 

Zoom policies cover you for unlimited overseas medical claims related to Coronavirus if you test positive and require emergency medical treatment. 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.

Zoom polices do not cover for cancellation costs incurred if you catch Coronavirus before you depart for your holiday and need to cancel, this includes additional costs such as quarantine costs and standard PCR tests.

Please scroll to our handy FAQS to learn more about our Covid Cover and refer to the PDS for full policy wording. 

 

 

UNDERSTANDING CORONAVIRUS 
& TRAVEL INSURANCE

coronavirus questions

I'M OVERSEAS & NEED HELP

Our priority is helping you stay safe. If you're overseas and in an emergency medical situation, need to extend your policy, or are stuck overseas, see our overseas help section

recovering costs coronavirus

COMMON QUESTIONS 

We answer the most common questions we are asked about coronavirus and your Zoom Travel Insurance policy, including refunds and changing your travel dates.

coronavirus travelling

RECOVERING YOUR COSTS

There may be ways you can recover fees and deposits from your airline, accommodation, tour, or other  providers if your holiday has been disrupted by the Coronavirus pandemic.

TRAVEL ALERT INFORMATION

The coronavirus situation has been constantly evolving across the world. Visit our coronavirus travel alert.

 

I'M OVERSEAS & NEED HELP

If you are currently travelling, there are a number of ways you can protect yourself and stay informed.
 

 

 

MEDICAL EMERGENCIES

If you are a Zoom customer and you're experiencing an emergency overseas, please get in touch with our contact our Emergency Assistance team

These contact details are for customers experiencing a genuine emergency only.

For general queries, including making a claim or extending your policy, please visit our contact us page.

EXTENDING MY POLICY

If you are overseas and have to stay longer, you can extend your policy yourself online or email our customer service team on [email protected].

People who have pre-existing conditions may be blocked by the system from extending their policy, so please get in touch with the customer service team.

When extending your journey, we encourage you to check the smartraveller website for updates on your intended destinations, including travel advice level, entry and quarantine requirements as well as any government recommendations.

I NEED TO GET HOME

If you want to get home and are experiencing any issues with this, make sure you:

  • contact your local Australian consulate or embassy. 
  • read your airline's travel policy and ensure you're across any plans to cancel flights. 

Important: Please note Zoom policies purchased prior to 19th November 2021 have a general exclusion which excludes cover for any claims related to an epidemic or pandemic. Zoom policies purchased after 19th November 2021 offer overseas medical coverage related to Coronavirus (COVID-19), however we do not cover any cancellation costs or additional costs that are incurred as a result of Coronavirus (COVID-19).

STAY UP-TO-DATE

Understand the Coronavirus
There is a lot of information and resources in relation to the Coronavirus, which includes a lot of false information about the virus. We recommend authoritative resources such as the World Health Organization (WHO), which provides advice to countries and individuals on measures to protect health and prevent the spread of this outbreak and answers frequently asked questions.

Australians should visit smartraveller.gov.au, the official advice site for Australians living and travelling overseas. You can subscribe to your destination and our news and follow us on Facebook and Twitter to receive latest updates on the situation as they occur.

New Zealanders should visit safetravel.govt.nz. The official advice site for New Zealanders living and travelling overseas. Register your travel plans so the government can account for your safety and wellbeing. You can subscribe here to receive updates on travel advisories.
 
 

CORONAVIRUS COMMON QUESTIONS

Below are some of the most common questions regarding Coronavirus, travel, and travel insurance. 
 
  • What is the novel coronavirus COVID-19?
  • The COVID-19 Coronavirus is a respiratory illness caused by a novel, or new strain of coronavirus previously not identified in human beings. Symptoms range from a mild cough to severe pneumonia. Some people recover easily, while others get very sick very quickly and may become critically ill. It appears to be less severe in children and healthy people, and more severe in older people, people who smoke, and people who are immunocompromised. There is clear evidence that the virus spreads from person to person. The illness originated in China, but there are now occurrences of the novel coronavirus in over 100 countries. 

  • What if I want to cancel or amend my travel plans because of Coronavirus?
  • If you want to change your travel plans, we highly recommend contacting your travel providers, such as airlines, tour and accommodation companies, to check what options you have. Many providers are offering refunds, rescheduling or credit notes due to the Coronavirus. Each provider has different policies, and it may depend on when you're travelling and where you're travelling to. Visit here to learn more about amending your travel plans. You can also amend your travel insurance policy dates and destinations, up to 12 months from the date of issue, and you can extend your policy yourself online. People who have pre-existing conditions may be blocked by the system from extending their policy. Please email our customer service team on [email protected]. Please be advised that there is a very high volume of travellers contacting us, but we will get back to you as soon as you can.

  • Does my Zoom travel insurance policy have an exclusion regarding epidemics and pandemics?
  • Yes, all Zoom policies have a general exclusion for the threat of, likely, or actual epidemics and pandemics. This means that regardless of when you purchased your policy, you are unlikely to be covered under the policy for any claim relating to the Coronavirus. This includes (but is not limited to) situations where you decide or need to cancel your plans due to the Coronavirus, if you are quarantined or suffer travel delays due to the Coronavirus. This applies to all countries you travel to or are planning to travel to, even those which do not currently have a DFAT or MFAT travel warning advisory issued. 

  • Why is there a general exclusion for pandemics and epidemics?
  • We understand that this is a difficult and stressful time for our customers, and the general exclusion may be disappointing. It is extremely difficult for our team to assess and predict the scope and severity of wide-reaching catastrophic global events like pandemics, epidemics, or the outbreak of war. We continue to assess all claims on a case-by-case basis, even with the general exclusion in place.

  • Can I still make a claim if you have an exclusion in your policy?
  • If you suffer a loss, you are still entitled to lodge a claim through our online claims system. Every claim is assessed individually on a case-by-case basis by our Claims Team, and will consider the policy wording and personal circumstances. During the claims process, you can ask your Claim Manager questions regarding your claim if you are unsure of what documents you need. If, after your claim has been assessed, you are unhappy with the outcome, you can make a complaint, and will reconsider your claim in accordance with our Complaints Policy.

  • What if I contract Coronavirus?
  • If you think you may have the coronavirus, please contact our emergency assistance provider, First Assistance. They can provide guidance as to the next steps you can take. Will consider these claims on a case-by-case basis on the policy wording and your individual circumstances.

  • What if I am quarantined because of Coronavirus?
  • If you are quarantined because of the Coronavirus in Australia/New Zealand and need to cancel your trip or make alternative travel arrangements, we are unlikely to be able to cover your costs due to the exclusion regarding pandemics and epidemics. You are however still entitled to lodge a claim, as all claims are assessed on a case-by-case basis. 

  • What if I get Coronavirus while travelling in Australia?
  • While you are in Australia, we are unable to cover any domestic medical expenses, as travel insurers are prevented from doing so by Australian legislation. If you are an Australian permanent resident or citizen, you will likely have access to Medicare or your private health insurance.

  • Will I be covered by Reciprocal Health Agreements?
  • Australia has agreements with 11 countries that covers the cost of medically necessary care when Australians visit certain countries and visitors from these countries visit Australia. The list of countries includes Italy, New Zealand, the UK and the Netherlands.

    Reciprocal health care agreements can cover or subsidise some emergency medical costs. This is usually for urgent treatment that can't wait until you get home.

    Some reciprocal health care agreements can cover other costs. This can include local medical transport, medication and specialist services.
    Unfortunately, a reciprocal health care agreement is not a substitute for insurance, and it’s likely you’ll still have some out of pocket expenses. Our policy does not cover medical care that is covered under a reciprocal health care agreement.

  • What if there is a government-issued travel alert for the country I wish to travel to?
    For example “Do not travel in relation to coronavirus.”
  • The policy exclusion regarding epidemics and pandemics means that no matter when you purchased your policy, you are unlikely to be covered for cancelling your trip to any destination. This applies to all countries, even those that Department of Foreign Affairs (DFAT) has not raised a travel-warning about.

  • Can I cancel my travel insurance policy if I’m not covered for Coronavirus-related claims?
  • If you don’t want your Zoom policy anymore, you can cancel your travel insurance and receive a refund provided that your policy hasn't started and you are within the cooling-off period. This is typically 14 days, or the number of days between your policy issue date and the start date of your policy if you purchased less than 14 days before travel. If you wish to cancel your trip more than 14 days after purchase, you can also amend your travel insurance policy dates and destinations, up to 12 months from the date of issue. Many customers can extend your policy yourself online, however people who have pre-existing conditions may be blocked by the system from extending their policy. Please email our customer service team on [email protected]. Please be advised that there is a very high volume of travellers contacting us, but we will get back to you as soon as you can.

 
 

RECOVERING YOUR TRAVEL COSTS

In the unfortunate event that your travel plans have been affected by the Coronavirus, there are steps that you can
take to recover your pre-paid expenses.
 

 

STEPS YOU CAN CONSIDER

​Get in touch with your booking agent
We recommend you contact your travel agent or travel provider regarding the best option in cancelling or altering your trip. Some booking agents are waiving cancellation or amendment fees. Certain agents are offering travel credits to be used within 12 months.

Contact your airline directly
When you purchase a flight, an airline is responsible for getting you to your destination. All your usual consumer rights apply when you purchase domestic flights and international flights departing Australia or New Zealand.

Speak with your cruise company
With known cases of Coronavirus onboard a cruise ship, cruise lines have swiftly reacted to the outbreak and started implementing their own precautions and policies. 

Check your details
Make sure your details are up-to-date in the “online account” or “manage booking” area of your travel suppliers websites so they can get in touch with you if they need.

Enquire with your credit card company 
You should try to resolve any dispute with your travel service provider directly in the first instance. If that fails and you booked your travel with your credit card, you may be able to lodge a dispute for cancelled or unfulfilled services. Log into your internet banking or call your institution for instructions on how to do this.
 

CONTACT DETAILS

 
AIRLINE AUSTRALIA NEW ZEALAND
REFUND/WAIVER FORM/ONLINE
Air New Zealand 1800 00 55 63 0800 737 000 Manage booking
Asiana +61 2 9260 4300 +64 9 905 6708 Manage booking
British Airways +61 1300 767 177 09 966 9777 Manage booking
Cathay Pacific 131 747 0800 441 289 Manage booking
China Airlines 1300 668 052 +64 9 256 8088 Manage booking
Emirates +61 1300 303 777 +64 50 836 4728 Manage booking
Etihad +61 1300 532 215  +61 1300 532 215 Manage booking
Hong Kong Airlines 852-3916-3666  0800 040 514 [email protected] [email protected]
Japan Airways 1800-531-870 0800-441-090 Manage booking online
Jetstar 13 15 38 +64 9975 9426
0800 800 995
Refund form
KLM 1300 392 192 +64 9 921 6040 Refund form
                     
Korean Air  
+82-2-2656-2001
  Refund guidelines
Lufthansa +61 1300 655 727 +64 800 945220* Manage booking
Malaysia 132627 (within Australia)
+6 03 7843 3000 (Outside Australia)
0800 777 747 Manage booking
Qantas 13 13 13 0800 808 767 (within NZ)
+64 9 3578900 (outside NZ)
Waiver form
Qatar 1300 340 600 option 1
+61 291654313
+64 9 913-5279 Contact us
Scoot +61 2 9009 0860   Manage booking
Singapore 13 10 11 +64 9 379 3209 Manage booking
Thai 1300 651 960 (within Australia)
  +61-2 9844-0999
 [email protected]
+64 9 377-3886
[email protected]
[email protected]
or [email protected]
Virgin Atlantic +44 (0)344 874 7747  +44 (0)344 874 7747 Manage booking
Virgin Australia 13 67 89  0800 67 0000 Manage booking