Lombok Earthquake

Travel insurance information for Zoom policyholders relating to the
6.9 magnitude earthquake and aftershocks that rocked Lombok, Indonesia on 5 August 2018.



Issued: 6 August 2018

A 6.9 magnitude earthquake and aftershocks struck the island of Lombok in Indonesia at 7:45pm local time yesterday. Media reports indicate that this natural disaster has resulted in over 90 fatalities. Our heartfelt thoughts and sympathies go out to all those affected by this tragic event. 

We're aware that this may have an impact on Zoom policyholders travelling to or within the affected areas.

If you're a Zoom policyholder in Indonesia and require emergency assistance, please call (+)61 2 8776 3010 or email [email protected].

If you're a customer who is travelling to or are already in the affected areas, but don't require emergency assistance, please refer to the information below.


  • If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Lombok 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, if directly affected 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.


Stay safe, follow instructions from authorities and monitor the media closely. 

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.  Earthquakes are unfortunately a factor of life in a highly active tectonic country like Indonesia, so it pays to be prepared. Please read our complete guide to survive an earthquake.

We encourage you to follow the Department of Foreign Affairs and Trade (DFAT) current travel advice for Indonesia and register your details with Smarttraveller.