Travel Alerts

It's important to stay informed and on top of any events that could affect your holiday.
Zoom to this page for travel news and warnings.


 


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 8015 6287. We urge all people to remain up to date with the latest media advice.

The below information was issued on Wednesday 20 Septemeber 2017 and applies to your travel insurance policy with Zoom.

Please note we will assess all claims in accordance with the Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

IF YOU PURCHASED A POLICY BEFORE 9AM (AEST) 20TH SEPTEMBER 2017:

IF YOU ARE CURRENTLY TRAVELLING:

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

  • We recommend you contact your travel agent or 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

  • Limits, conditions and exclusions apply under your policy and 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 have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of the earthquake.


IF YOU haven't departed yet:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a direct result of the earthquake and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

  • 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.

IF YOU PURCHASED A POLICY AFTER 9AM (AEST) 20TH SEPTEMBER 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 9am September 2017 we would expect that this was done with an awareness of the earthquake. 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 Mexico city earthquake. 

NEXT STEPS YOU SHOULD TAKE:

In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.  By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

Australians travelling in Mexico are encouraged to plan accordingly.  We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Mexico and register your details with Smarttraveller.


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.  The following information concerns policyholders whose pre-paid travel arrangements have been affected by this event.

IF YOU PURCHASED YOUR POLICY BEFORE 8AM (AEST)
ON 17TH SEPTEMBER 2017:

If you have been affected by the fuel shortage, there is cover for you to claim for any costs associated with re arranging your travel plans. This includes any costs incurred by you in rearranging connecting flights and/or altering any pre-paid accommodation and booking arrangements.

We will reimburse you the lessor of:

(a) the total value of your unused, prepaid travel costs; or

(b) the total value of your confirmed and reasonable additional alteration costs.

You should contact your travel provider in the first instance who may be able to assist you in keeping your additional costs to a minimum.

You will need to seek reimbursement directly from your airline for any loss associated with your original flight from or to Auckland affected by the fuel shortage.

Claims will be assessed in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

IF YOU PURCHASED YOUR POLICY AFTER 8AM (AEST) ON 17TH SEPTEMBER 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you purchased your policy after 8am on Saturday 17th September 2017 we would expect that this was done with an awareness of the current Auckland Airport Fuel Crisis. For these policies, we will not pay any claim arising from or in any way connected with flight delays, cancellations or disruptions caused by the fuel shortage.

You will still be covered for other unexpected events according to the terms and conditions of your policy.

NEXT STEPS YOU SHOULD TAKE:

Contact your airline or travel provider you booked with as you may be able to rebook your arrangements without extra costs.

Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

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 info@travelclaimscentre.com.au


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.

According to the BPBD, there has been more than 99 “rumblings” during the period ranging from August to September.

As of today no flights have been reported cancelled or diverted. However in the future, the airlines may cancel or divert flights into and out of Denpasar.

Volcanic ash is a serious safety concern for aircrafts, and airlines are monitoring the situation closely.  For a full list of affected flights, you should check the travel alerts or flight schedules of your chosen airline.

Here are some popular airline links to check for travel alerts and flight schedules. AirAsia, Garuda Indonesia, Jetstar, Malaysia Airlines, Qantas, Singapore Airlines and Virgin Australia.

IF YOU PURCHASED A POLICY BEFORE 10AM (AEST) 18TH SEPTEMBER 2017:

IF YOU ARE CURRENTLY TRAVELLING:

  • The mountain is still under alert status and Australians currently travelling in Bali are erged to maintain a distance of at least 3 kilometers (1.8 miles) radius from the crater.

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

  • Limits, conditions and exclusions apply under your policy and 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 have not yet departed, your policy includes cover for cancellation of your journey, or the unused portions of your journey, as a result of Mt. Agung volcanic activity.


IF YOU haven't departed yet:
  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt. Agung volcanic activity and you have not yet departed, you may have provision to claim for cancellation or rearrangement of your journey (whichever is the lesser).

  • We recommend you contact your travel agent or 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.

IF YOU PURCHASED A POLICY AFTER 10AM (AEST) 18TH SEPTEMBER 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10:00am Saturday 18th September 2017 we would expect that this was done with an awareness of the latest  Mt. Agung 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. Angung volcanic activity.

NEXT STEPS YOU SHOULD TAKE:

In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.  By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

Australians travelling in Indonesia are encouraged to plan accordingly.  We encourage you to follow Department of Foreign Affairs and Trade (DFAT) current travel advice for Indonesia and register your details with Smarttraveller.

 

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.

The below information was issued on Friday 18 August 2017 and applies to your travel insurance policy with Zoom.

IF YOU ARE CURRENTLY TRAVELLING:

If you have been injured as a result of the attack in Barcelona, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team on (+) 61 2 8015 6287.

We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its website. DFAT is urging Australians to follow local media for latest security information. 

YOUR COVER WITH ZOOM:

  • If you have been affected by this event, there may be provision for you to claim for certain benefits provided by your travel insurance policy.  Limits, conditions and exclusions apply under your policy.

  • We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

NEXT STEPS YOU SHOULD TAKE:

In the event of a claim covered by your policy, you must take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements (including seeking compensation from any travel service providers), and provide all supporting documentation of the event and expenses incurred.  By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

Australians travelling in Barcelona are encouraged to plan accordingly, follow  DFAT's current travel advice for Spain and register their details with http://smartraveller.gov.au/help/me/australia/planning/Pages/register-travel.aspx

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.

IF YOU ARE CURRENTLY TRAVELLING:

  • If you have been injured as a result of the incident, we can help.  If you need emergency assistance please call (+) 61 2 8015 6287

  • If you are currently travelling in or out of the UK, we encourage you to follow the advice issued by the Department of Foreign Affairs & Trade (DFAT) via its website smartraveller.gov.au/Countries/europe/northern/Pages/united_kingdom.aspx

  • DFAT is urging Australians in the United Kingdom to avoid the immediate vicinity and follow the advice provided by the Greater Manchester Police. Exercise a high degree of caution in the UK due to the threat of terrorist attack. Use common sense. Look out for suspicious behaviour, as you would in Australia. Monitor the media and other sources for changes to local travelling conditions and make sure you let your family and friends in Australia know that you are okay.

  • Australians who require consular assistance are advised to contact the Australian Embassy in London on  +44 20 7379 4334

YOUR COVER WITH ZOOM:

  • If you have been injured as a result of the attack in London, we can help. If you need medical advice or emergency medical assistance please contact our 24-hour Emergency Assistance team.

  • If you have started your journey and your transport is cancelled, delayed, shortened or diverted because of this event, unfortunately, an act or threat of terrorism is excluded by the policy.

  • We recommend you contact your travel agent or 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.

  • We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

  • Please note thate there is no provision to claim for fear of travel or loss of enjoyment.

NEXT STEPS YOU SHOULD TAKE:

Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

Australians travelling in London are encouraged to plan accordingly, follow  DFAT's current travel advice for the United Kingdom and register their details with http://smartraveller.gov.au/help/me/australia/planning/Pages/register-travel.aspx

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.

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

POLICIES PURCHASED BEFORE 1PM ON 5TH MAY 2017:

If you have been affected by this event there may be provision for you to claim for benefits provided by your Zoom policy. Claims will be assessed in accordance with your Product Disclosure Statement (PDS) and may vary depending on the type of policy you purchased.

There is provision to claim for the forfeiture of any pre-booked travel arrangements that are cancelled due to this weather event, including accommodation, flights, tours, and other travel arrangements.

We recommend you contact your travel agent or travel provider regarding the best option in altering your trip.

If you’re currently travelling there is provision to claim for any reasonable additional travel and accommodation expenses if your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of Cyclone Donna.

POLICIES PURCHASED AFTER 1PM ON 5TH MAY 2017:

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 1PM (NZST) Friday 5th May 2017 we would expect that this was done with an awareness of Cyclone Donna. For these policies, we will not pay any claim caused by or arising from or in any way connected with Cyclone Donna.
 

IF YOU ARE CURRENTLY TRAVELLING

Take all reasonable steps to mitigate your out of pocket expenses, particularly when altering your trip arrangements. By reasonable we mean appropriate and consistent—for example if you have been using two star or budget accommodation on your trip to date, then we advise that the replacement accommodation you seek should be of a similar standard.

Australians travelling in Vanuatu are encouraged to plan accordingly. We encourage you to follow the advice issued by the Department of Foreign Affairs and Trade (DFAT) via its websitee smartraveller.gov.au/Countries/pacific/Pages/vanuatu.asp. If you need emergency assistance please call (+) 61 2 8015 6110 we're here to help.
 
Cover holder at Lloyds