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.
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.
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.
Issued: 10 September 2019
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.