Manchester Explosion

Travel insurance information for Zoom policyholders relating to the incidient at the Ariana Grande concert
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 have been injured as a result of the incident, we can help.  If you need emergency assistance please call tel:+61 2 8776 3010

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

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


  • 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.

  • If you have started your journey and your transport is cancelled, delayed, shortened or diverted because of this event, you may have provision to claim for reasonable alternative 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.

  • If you are claiming for loss of deposits due to pre-paid arrangements being cancelled by a third party service provider, you will need to submit all receipts showing your original out-of-pocket expenses. You will also be required to submit advice from your service provider indicating that the planned arrangements or event has been cancelled.

  • Any compensation and/or refunds you receive from a third party for transport, entry submission or food will be deducted from your settlement if your claim is accepted.

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


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


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