Credit Voucher

We understand that this is a challenging time for everyone, and we want to provide our customers with as much flexibility as we can.
As we all navigate our way through the Coronavirus (COVID-19) crisis, Zoom is issuing credit vouchers outside of our usual policy terms for certain customers that can no longer travel and do not intend on making a claim on their existing policy.
We hope that this provides some relief to our customers so that they can travel with peace of mind when the time is right.



These Terms and Conditions set out the circumstances in which The Insurance Geeks Pty Ltd  ("Zoom", "we", "us" and/or "our") may at its discretion provide a credit voucher to a customer ("customer", "you" or "your") upon cancellation of an existing travel insurance policy outside of the standard cooling-off period.

In administering these Terms and Conditions, we will only deal with covered travellers names on the Certificate of Insurance, unless special circumstances exist. We reserve the right to refuse to deal with you if you are not a covered traveller named on the policy.


You are entitled to request cancellation of your insurance policy at any time, whether or not we agree to provide a credit voucher. Once your policy is cancelled, this means that it no longer exists and you won’t be able to make a claim on it.

Nothing in these Terms and Conditions is intended to limit, exclude, or modify any rights or remedies that may be available to you as an Insured under the Insurance Contracts Act 1984 or any other relevant law.

Any credit voucher provided by Zoom is in no way an admission of liability by or on behalf of Zoom or the admission of any other fact in connection with, any act or omission which then led to the request for a cancellation being submitted by the customer.


If you no longer require your current travel insurance policy as a result of the COVID-19 pandemic, you may request cancellation of your existing travel insurance policy outside of our standard ‘cooling-off period’.

If you ask us to cancel your policy, we will do so. At our absolute discretion, we will consider providing you with a credit voucher to the full or partial value of the premium you paid to us for you to use for a future policy with us. The credit voucher should be used within 548 days from the date that we issue the credit voucher to you, subject the Terms and Conditions below:

  • You request us to cancel your existing insurance policy; and

  • Your policy hasn't started and you confirm that you have not travelled on your current insurance policy; and

  • You confirm that you have not made a claim under your current insurance policy and do not intend to make one.

If we agree to provide you with a credit voucher, then you must use the credit voucher to purchase a new policy within 18 months from the issue date of the credit. If you still have credit remaining, you may purchase a further travel insurance policy, providing it is still purchased within 548 days from the date we issued the credit to you.


  • Any request for a credit voucher may be denied where these Terms and Conditions or any other Zoom policy is not complied with. 

  • You will not be entitled to a credit voucher if you intend to lodge a claim or have already lodged a claim with us.

  • ​In circumstances where we believe that a request for a credit voucher does not fall within the scope of this policy, is misleading, incorrect, deceptive and/or is otherwise invalid, we may, in our absolute discretion, refuse a credit request.  Zoom is under no obligation to provide you with reasons as to why your request has been refused. Please note that any fraudulent, abusive or otherwise suspicious activity will be immediately referred to the relevant authorities.



The easiest way to request a credit voucher is to email our friendly customer service team.
Email: [email protected]

Please be aware that we are experiencing a very high volume of enquiries and will do our best to get back to you as quickly as possible. 
We thank you for support and patience as we work through these exceptional circumstances.


  • What if I don't know my travel dates?
  • That's ok, if you’re still unsure of your travel dates when the credit voucher is due to expire, you can allocate a date that you think you may travel and then change the date once you do know. You can amend your policy online in our policy manager or email [email protected] and our friendly customer service team can arrange this for you.

  • But I don't think I'll be travelling in the next 18 months?
  • The credit voucher is valid for 18 months (548 days) from the date it is issued and it can be used for trips up to 12 months in the future from the date of credit expiry. This in effect means that you can use it for travel within the next 2.5 years.

    We intend on offering true value to our customers and continue to monitor the travel situation. To help you deal with the uncertainty about your future travel plans,  we may give you more time to use your voucher should the need arise.

  • Can I change my destination or dates once I’ve used the credit voucher?
  • Yes, you always have access to our policy manager where you can log in and change your trip details. Alternatively, you can email [email protected] and our friendly customer service staff can help you. Please note that additional charges may apply when changing your trip details.

  • Are my pre-existing conditions still covered as part of my credit voucher?
  • No, when you are ready to use your credit voucher to purchase your cover you will need to go through the medical assessment again. Cover purchased with your credit voucher is a new policy with a new Certificate of Insurance and policy number so we require your conditions to be assessed again.

  • Can I still claim on my previous policy if I accept a credit voucher?
  • No, your policy will be cancelled when you accept our travel insurance credit voucher. This means that you are no longer entitled to make a claim on that policy. To accept credit, you will need to confirm that you have not made a claim and do not intend to make one on your policy.