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OTHER HELPFUL CONTENT
ABOUT ZOOM
  • Who are Zoom Travel Insurance?
  • Zoom Travel Insurance is an Australian-owned travel insurance provider. Unlike other brands, we focus exclusively on travel insurance, so you can rest assured that we're experts in travel and helping travellers get home safe and sound. Although we're new to the market, our founders are pioneers of the online travel insurance industry, innovating products for more than eighteen years.

  • Who is your underwriter?
  • Our travel insurance policies are underwritten by certain underwriters at Lloyd’s - the world’s largest insurance market. So you can travel easy knowing that all valid claims will be paid.

  • Why are you cheaper than many of your competitors?
  • Because we try to make sure that you're only paying for the things you need! We have a simple base policy that works for a lot of customers, and if you're interested in hiring a car, hitting the slopes, going cruising or trying your hand at adventure sports and activities, you can customise your policy to suit you and your style of travel.

BUYING A POLICY
  • Why should I buy travel insurance?
  • Mishaps and misadventures are common while travelling, and can be both expensive and stressful. A good travel insurance policy will cover you for unexpected medical expenses, flight delays, lost luggage and more, so you can focus on the fun stuff.

  • When is the best time to purchase travel insurance?
  • This will depend on you and your circumstances, but generally speaking, we recommend you purchase a travel insurance policy as soon as you have made deposits on your trip. Usually this happens when you book a flight or accommodation - so that you are covered from the moment you buy in the event of unexpected cancellations, like illness, injury, or natural disasters.

  • How do I buy a Zoom Travel Insurance policy?
  • You can either call us on 0800 034 606, or you can get a quote and pay online.

  • Do I need to include stopovers in the quote?
  • Zoom Travel Insurance policies automatically include all stopovers (excluding the USA) of less than 48 hours without you having to enter them in the quote or have them recorded on your Certificate of Insurance.

    If you're stopping for more than 48 hours, or you're stopping in the USA, you must include those places in the quote engine so we can cover you.

  • When does my cover start?
  • As soon as you purchase a travel insurance policy with us, we will email you your Certificate of Insurance and Product Disclosure Statement (check your junk or promotions folder if you can't find it!). We'll also send you a text message with our 24-hour Emergency Assistance hotline number.

    You are eligible for Cancellation Fees and Lost Deposit benefits for your trip as soon as you have purchased your policy. For all other benefits, your coverage starts from the date of departure from New Zealand.

  • Can I buy travel insurance with you if I'm already overseas?
  • No, unfortunately we do not offer that kind of coverage, also known as 'Already Overseas' cover. All journeys with Zoom must start and end in New Zealand.

  • Does Zoom Travel Insurance have age limits?
  • Yes. For Medical Only and Standard policies, the age limit is 79 years and under. For Comprehensive and Domestic policies, it is 85 and under. For Frequent Traveller, is 69 years and under.

    If you are a temporary resident of New Zealand, you must be aged 74 and under to purchase a policy with us.

    If you are aged 80-85 years, cover is limited to trips of six months or less, and a $2000 excess applies for any claims arising from, related to or associated with an injury or illness.

  • Do you cover non-residents, temporary residents or students on visas?
  • We can cover temporary residents of New Zealand who are temporarily travelling overseas, provided that you:
    - are aged 74 and under
    - hold a return ticket to New Zealand
    - have a home in New Zealand that you intend to return to
    - hold a valid visa or permit which provides access to all publicly funded health and disability services in New Zealand, or you have private health insurance that adequately covers you and any dependants travelling with for the entire duration of your policy and the rest of your stay in New Zealand.

    To learn more, see our non-resident cover page.

  • What do I put my departure date?
  • Your departure date is the date you leave your home. So if you're travelling from your home in Te Araroa to Auckland, then from Auckland to the USA, you would put the date you leave Brisbane.

  • What do I put as my return date?
  • Your return date is the date you return home. So if you're flying from the USA to Auckland, and then home to Te Araroa, you'd put the date you return to Brisbane. Some travellers think that it's the date they leave overseas, but with long haul flights and the International Date Line, doing that might leave you with a few days where you aren't covered!

  • Do I enter my current age or the age I'll be when I'm travelling?
  • Good news - you enter your current age. This means you lock in the prices and benefits for the age you are now, not the age you are when you travel.

  • Are all kids / grandkids covered for free?
  • Zoom Travel Insurance covers your kids and grandkids for free as they share the adults benefits, provided that they are under 21, not in full-time employment, and are travelling with you for 100% of the journey. Enter their ages in the quote so that they'll be listed on the Certificate of Insurance.

    If you are travelling with kids that aren't your children or grandchildren, or they are in full-time employment, or they aren't travelling with you the whole time, you can change them from being listed as dependants to adult travellers on the personal information page after you have selected your level of cover. This will cause the quote to change, and you can decide if the new price is right for you.

  • What if my kids are travelling alone?
  • If your kids are travelling alone, they must be listed as an adult traveller. We have no age restrictions on children travelling alone.

  • Is the quote price per person or for all travellers?
  • If you've entered the ages of all the travellers of your trip, then the quote price is for all the travellers.

  • Can I buy an 18 month or two year travel insurance policy?
  • Our maximum trip duration is one year for most travellers, and six months for travellers 80-85.

  • My family are visiting from overseas. Do you offer visitors cover?
  • No, our policies are only valid for trips which start and end in New Zealand.

  • Do I need to add Cruise Cover if I'm only cruising in domestic waters?
  • Yes, you need to add the Cruise Pack during checkout, as a domestic policy on its own does not include coverage for cruising, such as onboard medical treatment, or medical helicopter evacuation.

  • Do I need a return ticket or return date to purchase a policy?
  • If you're an New Zealand resident, you aren't required to have a return ticket, but we do need you to enter a return date. You can extend your policy online up to a total duration of one year (or six months if you are aged 80-85) if you find you're overseas and don't want to come home yet.

    Temporary residents are required to have a return ticket to purchase a policy with us.

  • Can I buy travel insurance if I'm working overseas?
  • Yes, you can. We won't be able to pay any claims for events that occur while you're working - if you slip on some ice behind a bar you're working at, for example - because your work should cover that. However, we can cover you for claims outside of work.

    We are also unable to pay any public liability claims connected with employment in any business, profession, trade or occupation.

  • Do you have limits on cover for seniors or a higher excess?
  • For customers aged 80-85, journeys are limited to six months or less in duration, and there is an excess of $2000 for any claims related to medical issues.

  • Why do I need to buy travel insurance if I already have it through my credit card?
  • Many credit card travel insurance policies do not meet travellers needs, so some things to look out for are:

    - requirements to spend 50-100% of your trip purchases on that credit card (not ideal if you're going to a 'cash is king' country)
    - not covering pre-existing conditions
    - not covering the destination you're travelling to, the duration of your trip, or adventurous activities.

    If your credit card policy is appropriate for you and your circumstances, that's great! If it doesn't, you may wish to consider a separate travel insurance policy.

  • Can I get a discount if I'm a returning customer?
  • If you've purchased a policy with us before, emailed yourself a quote, or follow us on Facebook, you'll be the first to know about any discounts or promotions we have on offer.

  • Can we get a discount if we're travelling with a group?
  • We have group discounts built into our quote engine, so if you're travelling with a big group, you can save on our already very competitive prices.

  • Do you have any products for business travellers?
  • Our products are better suited to holiday travellers than those on business, but you can still buy a policy with us. You just wouldn't be covered for any activities at your place of work.

  • Can I add Ski Sports Cover for just part of my trip?
  • No, Ski Sports Cover is applied for the full duration of each journey, as it includes a number of benefits which are in effect before and after you hit the slopes.

  • Can I add Cruise Cover for just part of my trip?
  • No, Cruise Cover is applied to the full duration of each journey.

  • Why didn't I get an email once I purchased a policy?
  • As soon as you purchase a travel insurance policy with us, we email you your Certificate of Insurance and Product Disclosure Statement, and send you a text message with our 24-hour Emergency Assistance hotline number. If you don't receive an email, check your junk, spam or promotions folder if you can't find it. If you still can't find it, or you don't receive a text message from us, your details may have had a typo. Contact us and our friendly customer service team will be happy to sort it out.

UPDATING YOUR POLICY
  • Can I cancel my policy and get a refund?
  • We have a cooling-off period of 14 days (provided that your policy hasn't already started). So if you purchase a policy, read the PDS and decide that it might not suit you and your circumstances, you can cancel it and get a refund. Simply cancel your policy online, or contact us.

  • Can I extend my policy while I'm overseas?
  • Don't want to come home? Most travellers can extend their policy up to one year in duration (or to six months for travellers 80-85) while they're overseas. The period of cover cannot exceed 12 months from the start of the first of the travel dates shown on your certificate of insurance.  You can either update your policy online, or contact us.

  • Can I change my details, travel dates or destination?
  • Yes you can. Before your policy starts, you can change the departure and return dates, and the countries you'd like to visit. You can also change your return date and countries you're visiting after your policy has started. Simply update your policy online, or contact us.

  • I've decided to shorten my trip. Can I get a refund for the rest of my policy?
  • No, unfortunately we do not offer refunds after the cooling-off period has passed.

  • Do you have a cooling-off period?
  • Yes, we have a 14-day cooling-off period, providing that your policy hasn't already started and you do not have any pending claims. If you decide the policy isn't right for you, you can cancel and refund your policy here.

WHAT YOUR POLICY COVERS
  • Do you cover airline delays or cancellations?
  • All our travel insurance policies (excluding Medical Only) cover you for additional expenses if delays are outside the airline's control, such as poor weather or natural disasters, strikes, riots, civil protests or accidents. We do not cover you for delays which are within the airlines control though, such as overbooking. In those cases, you should speak to your airline about rebooking or rescheduling your flight, as well as any accommodation or meal vouchers which they offer as compensation.

    Under our Comprehensive and Domestic policies, you may also have provision to claim for alternative travel expenses if you need to get to a prebooked event or tour.

  • Do you cover missed connecting flights?
  • All claims are assessed on a case-by-case basis, but depending which policy you selected, you may have provision to claim for additional expenses.

    If your earlier flight was delayed due to reasons outside an airline's control, such as strike, riot, hijacking, civil protest, weather, natural disaster or accident, you may have provision to claim. We do not pay claims if the delays are for reasons within the airlines control, such as a mechanical fault or overbooking. In those cases, your airline may have customer service provisions such as accomodation or meal vouchers to make your delay more comfortable.

    Additionally, you may have provision to claim for alternative arrangements necessary to arrive at a special event or prebooked tour if you purchase our Comprehensive policy. For more information on how to claim, see our Claims page.

  • Do you cover for the Mt Agung volcano in Bali?
  • No, at this time the Mt Agung volcano is considered a 'known event' - one that has happened, is happening or is imminent, and has been reported in the media. However, we are still covering all other benefits for trips to Bali, so if you are injured or your luaggage is stolen for example, you may have provision to claim.

  • Do you cover me when riding a motorcycle / motorbike or scooter / moped?
  • For motorcycles greater than 50cc, you must hold a current New Zealand motorcycle licence, or a motorcycle licence valid in the country you are riding in. This applies even when a motorcycle licence is not required by law in the country you are riding in.

    For scooters and mopeds (50cc or less), you must hold a current New Zealand drivers licence or a drivers licence valid for the country you are riding in. This applies even if a drivers licence is not required by law in the country you are riding in.

    In both cases, you are not allowed to break local laws, so if a local licence or International Drivers Permit (IDP) is required, make sure you have one otherwise your claim may be invalid.

    If you are travelling as a passenger (riding pillion), the person in control of the vehicle must have current motorcycle or drivers licence valid for the vehicle being ridden for the country you are riding in.

    Whether you're driving or riding pillion, you must always wear a helmet!

  • Do you cover me when riding quad bikes?
  • No, we do not cover travellers for riding quad bikes.

  • Do you cover me when riding my bike / bicycle?
  • Yes, we cover bicycle riding, provided that you are not engaging in professional or competitive cycling, bicycle motorcross (BMX) or downhill mountainbiking. We may also be able to priovide coverage for your bike under some circumstances with the Bicycle Pack add-on.

  • Do you cover repatriation in the event of death or medical emergency?
  • Yes, within our 24/7 Emergency Assistance benefit, we cover all medically-necessary transfers, evacuations/repatriation to New Zealand, as approved by our Emergency Assistance team.

    We also cover up to $15,000 per person for the reasonable cost of either a funeral or cremation overseas and/or bringing your remains to your home should you pass away.

  • Do you cover cruising?
  • Yes, by purchasing our Cruise Pack add-on, you are entitled to medical assistance benefits, including onboard emergency medical assistance and helicopter evacuation, whether you're cruising internationally, or in domestic waters.

  • Do you cover adventure sports like trekking, scuba diving or rock climbing?
  • We automatically cover a number of sports and activities, and have a Sports and Adventure Pack add-on for the thrillseekers. Our automatic and add-on sports and activities coverage can be viewed here.

  • Do you cover sailing?
  • We automatically cover sailing up to 10 nautical off a landmass (provided that you are not racing), or offer coverage up to 15 nautical miles with our Sports and Activities add-on.

  • Do you cover competitions or racing?
  • We exclude competitions and racing for a range of Sports and Activities. Please see our policy wording for a list of covered Sports and Activities.

  • Do you cover items bought overseas?
  • Yes, provided that you can prove ownership and payment for the item, and the item is not one which is excluded under our policy, you may have provision to claim should you need. 

  • Do you cover jewellery?
  • Yes, in limited circumstances we can cover lost, damaged or stolen jewellery. Please be advised that the most we will pay for jewellery is $750 per item or matching pair of items.

  • Do you cover engagement rings or prestige watches?
  • Yes, in limited circumstances we can cover lost, damaged or stolen jewellery or watches. Please be advised that the most we will pay for a watch or for jewellery is $750 per item or matching pair of items. We do not offer high value item cover for jewellery or watches.

  • Do you cover cameras / lenses / photographic equipment?
  • Yes, we have a $3,000 item limit on cameras and camera equipment under our Luggage and Personal Effects Benefit. If you require more coverage, you can apply for up to $5,000 coverage with our High Value Items cover. This add-on allows you to cover your items and have no depreciation formulas applied.

  • Do you cover drones?
  • No, we do not have coverage for drones.

  • Do you cover surfboards?
  • Yes, we have a $750 item sublimit for surfboards. If you require more coverage, you can apply for up to $5,000 coverage with our High Value Items cover. This add-on allows you to cover your items and have no depreciation applied. Please note that we do not cover sporting equipment while in use.

  • Do you cover car / rental vehicle excess?
  • On domestic policies, $5000 of rental vehicle excess is included at no additional charge, or you can choose to upgrade to $8000 if you need additional cover. For international policies, you can choose to add-on $5000 or $8000 rental vehicle excess coverage. For more, see our rental vehicle excess page.

  • Does the rental vehicle excess benefit cover motorcycles / motorbikes, scooters / mopeds, caravans or trailers?
  • No, our rental vehicle excess is limited to campervans/motorhomes that do not exceed 4.5 tonnes, sedans, hatchbacks or station wagons, four-wheel drives or minibuses/people movers rented from a licensed motor vehicle company.

  • Do you cover any car / vehicle I hire in New Zealand if I have a Frequent Traveller (Annual) policy?
  • Provided that you have rental vehicle excess coverage on your policy, you are covered for campervans/motorhomes that do not exceed 4.5 tonnes, sedans, hatchbacks or station wagons, four-wheel drives or minibuses/people movers rented from a licensed motor vehicle company when you are on journeys that are more than 50km away from your home.

  • Will you cover me if I need to cancel or shorten my trip due to a death or family emergency?
  • Claims are assessed on a case-by-case basis, but you may have provision to claim for Lost Deposits and Cancellation fees for flights, accomodation and pre-booked tours if your trip is cancelled or shortened due to the death or hospitalisation of a relative. You may also have provision to claim for additional costs of your return to New Zealand (Family Emergency benefits), and Resumption of Journey benefits.

    Exclusions do apply - we will only cover you for the hospitalisation or passing of a relative who resides in Australia or New Zealand and is under 85, and generally only for situations which do not arise from pre-existing conditions. In the event the hospitalisation is as a result of a pre-existing condition, you may be eligible for a lower capped benefit provided that you were unaware of the likelihood of such hospitalisation or death.

  • Do you cover travel to countries or regions which DFAT / Smartraveller advises against travelling to?
  • We cannot offer coverage for countries or regions of countries which have an advisory warning against travel to or through. Please see safetravel.gov.nz for current advice.

  • Do you offer cover for terrorism?
  • We do not offer coverage for any act or threat of terrorism at this time.

  • Do you cover for climbing to Mt Everest base camp or other high altitude mountains?
  • If you purchase the Sports and Adventure Pack add-on, we cover hiking, trekking or tramping up to 6,000 metres where specialist climbing equipment is not required. If you are on a climb above that altitude, or that requires specialist climbing equipment, we are not able to cover you.

  • Do you cover helicopter rescue / evacuation if I'm hiking, trekking or climbing?
  • We automatically cover hiking, trekking or tramping below altitudes of 3,000 metres where specialist climbing equipment is not required (excluding the Kokoda Track/Trail). If you purchase the Sports and Adventure Pack add-on, we additionally cover hiking, trekking or tramping up to 6,000 metres where specialist climbing equipment is not required, and outdoor rockclimbing with appropriate ropes and safety gear.

    We will only cover medically-necessary evacuations, so if you just get tired and don't want to climb down, that wouldn't be covered.

  • Do you cover helicopter evacuation if I'm going cruising?
  • Yes, provided that you have selected the Cruise Pack add-on, you are eligible for medical evacuation whether you are in international or domestic waters.

  • Will you cover me to ride a motorcycle / motorbike or scooter / moped in Bali?
  • In Bali, you are required by law to have an International Drivers Permit (IDP) with motorcycle endorsement, or a temporary Balinese licence, obtained from the police station in Denpasar.

    If you are riding pillion, the driver must hold a licence valid in Bali to drive that vehicle.

    Whether you're driving or riding pillion, you must always wear a helmet!

  • Will you cover me to ride a motorcycle / motorbike or scooter / moped in Thailand?
  • In Thailand, you are required by law to have an International Drivers Permit (IDP) with motorcycle endorsement, or a Thai motorcycle licence.

    If you are riding pillion, the driver must hold a licence valid in Thailand to drive that vehicle.

    Whether you're driving or riding pillion, you must always wear a helmet!

  • Will you cover me to ride a motorcycle / motorbike or scooter / moped in Vietnam?
  • In Vietnam, you are required by law to have a standard or temporary Vietnamese licence to drive a vehicle above 50cc - an International Drivers Permit with motorcycle endorsement is not sufficient.

    Additionally, according to our policy, you are required to have a local or New Zealand drivers or motorcycle licence to drive vehicles under 50cc.

    If you are riding pillion, the driver must hold a licence valid in Thailand to drive that vehicle.

    Whether you're driving or riding pillion, you must always wear a helmet!

  • Do you cover laptops, computers, cameras and mobile phones?
  • When you purchase a Standard, Comprehensive, Domestic, or Frequent Traveller travel insurance policy, you have up to $7,500 in luggage and personal effect benefits. We have a $3,000 sublimit on laptops, computers, video recorders and cameras, and a $1,000 sublimit on mobile phones.

    Depreciation does apply to luggage and personal effects benefits, so if you are looking for complete coverage for the value of your item, you can consider our High Value Items add-on, which lets you cover your items for up to $5,000 with no depreciation applied.

  • Do you cover golf / golfing?
  • Yes, we cover amateur golfers with the purchase of the Golf Pack add-on. It provides a range of coverage for benefits for your own golfing equipment, hire equipment, green fees and even coverage if you hit a hole in one.  

MEDICAL CONDITIONS
  • Do you cover pre-existing medical conditions?
  • Zoom automatically covers 35 pre-existing medical conditions which you are not required to declare. If you have additional pre-existing conditions, you can still purchase a policy with us, but we will not be able to pay any claims related to your pre-existing condition.

  • I'm pregnant. Do you cover pregnancy?
  • You are covered under this policy while you are pregnant for single foetus pregnancies up to and inclusive of 24 weeks gestation, and multiple foetus pregnancies, up to and inclusive of 19 weeks gestation, provided there have been no complications.

    We do not currently offer coverage for pregnancies if you have experienced complications, or if your pregnancy arose from medical interventions, assisted conception or fertility treatment.

    Please note that while you are covered under this policy, we will not pay any medical expenses for regular antenatal care, childbirth at any gestation or care of a newborn child. For more information, see our pregnancy cover page.

  • Do you cover pregnancy or pregnancies conceived via in vitro fertilisation (IVF)?
  • We do not currently offer coverage for pregnancies which arose from medical interventions, assisted conception or fertility treatment. 

    For more information, see our pregnancy cover page.

  • Do you cover elective or cosmetic surgery?
  • No, we do not cover elective or cosmetic surgery. Travel insurance covers unexpected medical events, not high risk events that are planned. We are able to cover other aspects of your trip, such as lost luggage or rental vehicle excess, but we cannot pay any claims related to your elective or cosmetic surgery.

  • Do you cover diabetes / diabetes mellitus ?
  • We automatically cover 35 medical conditions, including diabetes, provided that:
    - the condition has been stable for more than 12 months
    - there is no planned surgery, treatment or specialist review
    - you have not attended hospital for treatment in the last 12 months
    - you are not seeking routine treatment or management of your condition (e.g. prescription renewals).

    For type I and type II diabetes, we additionally require that you:
    - were diagnosed over 12 months ago
    - have no eye, kidney, nerve or vascular complications
    - do not suffer from known cardiovascular disease, hypertension or hypercholesterolaemia, and you are under 50 years of age at the date your policy is issued.

    If your condition does not meet our criteria, you can still purchase a policy with us, but we will not be able to pay any claims related to your pre-existing condition.

  • Do you cover high cholesterol / hypercholesterolaemia?
  • We automatically cover 35 medical conditions, including high cholesterol, provided that:
    - the condition has been stable for more than 12 months
    - there is no planned surgery, treatment or specialist review
    - you have not attended hospital for treatment in the last 12 months
    - you are not seeking routine treatment or management of your condition (e.g. prescription renewals).

    For high cholesterol, we additionally require that you do not suffer from known cardiovascular disease.

    If your condition does not meet our criteria, you can still purchase a policy with us, but we will not be able to pay any claims related to your pre-existing condition.

  • Do you cover asthma?
  • We automatically cover 35 medical conditions, including asthma, provided that:
    - the condition has been stable for more than 12 months
    - there is no planned surgery, treatment or specialist review
    - you have not attended hospital for treatment in the last 12 months
    - you are not seeking routine treatment or management of your condition (e.g. prescription renewals).

    For asthma, we additionally require that you have no other lung disease, and that you are less than 60 years of age at the date of issue of the Certificate of Insurance.

    If your condition does not meet our criteria, you can still purchase a policy with us, but we will not be able to pay any claims related to your pre-existing condition.

  • If I develop a condition after I purchase a policy, do I need to let you know?
  • We are unable to cover any pre-existing medical conditions other than the 35 conditions which are automatically covered, so if you do develop a condition before your policy starts, please be aware that we will not pay any claims related to that condition. If our policy is no longer appropriate for this reason, please contact us and we will do our best to assist.

  • Do you cover heart conditions?
  • As Zoom is a very simple product, we currently do not offer coverage for any pre-existing heart conditions. You can review the 35 medical conditions that we automatically cover here. You can still purchase a policy with us, but if you have a claim connected to your pre-existing heart condition, we will not be able to pay that claim.

  • Do you cover cancer?
  • As Zoom is a very simple product, we currently do not offer coverage for claims related to pre-existing cancer. You can review the 35 medical conditions that we automatically cover here. You can still purchase a policy with us, but if you have a claim connected to your pre-existing cancer, we will not be able to pay that claim.

  • Do you cover peanut allergies and anaphylaxis?
  • While we do offer automatic coverage for rhinitis, chronic sinusitis, eczema, foot intolerance and hay fever provided that your condition meets our criteria, we do not currently do not offer coverage for peanut allergies or anaphylaxis. You can still purchase a policy with us, but if you have a claim connected to your peanut allergy or anaphylaxis, we will not be able to pay that claim.

  • Do you cover pre-existing or new mental health conditions?
  • As Zoom is a very simple product, we currently do not offer coverage for any claims as a result of mental health conditions. You can review the 35 medical conditions that we automatically cover here. If you have a mental health condition, you can still purchase a policy with us, but if you have a claim connected to your mental health condition, we will not be able to pay that claim.

  • Do I have to declare my pre-existing conditions?
  • As Zoom is a very simple product, we only automatically cover 35 medical conditions, provided that they meet our criteria. If your condition does not meet our criteria, we unfortunately cannot cover you for that condition. So you can still purchase a policy with us, but if you have a claim connected to your non-covered condition, we will not be able to pay that claim.

IN CASE OF AN EMERGENCY
  • What should I do in an emergency, such as if I am sick or injured overseas?
  • Contact our emergency assistance team, First Assistance, as soon as possible on +64 9888 9274 or if you cannot make calls, email them at [email protected]. Our team can provide guarantees of payment to the hospital for reasonable emergency medical expenses, liaise with your medical team, arrange transfers or evacuation if necessary, and pass on messages to your family or employers. They can also arrange for any dependants to be sent back to New Zealand if they are without supervision while you are hospitalised.

    If you do not contact us as soon as you are able, we may not be able to pay your claim.

  • Can you translate with the doctors for me?
  • Yes, our team of translators, doctors, and logistics experts are well equipped to help you with this. If you fall ill or are injured, contact First Assistance on +64 9888 9274 as soon as possible so that we can assist in your case. If you do not do this, we may be unable to pay your claims.

  • If I have to be evacuated or repatriated, can I choose where I go?
  • If the event of illness or injury, or you pass away, you will generally be evacuated or repatriated to New Zealand.

  • If I am medically-evacuated home, will you cover my medical bills in New Zealand too?
  • No, our policy only covers for emergency medical expenses which are incurred overseas.

  • If I am injured overseas, will you cover my physiotherapy bills in New Zealand too?
  • No, our policy only covers for emergency medical expenses which are incurred overseas.

  • What should I do if am sick overseas and want to come home early?
  • If you are sick or injured while you’re travelling overseas, call our 24-hour emergency assistance line, 365 days a year on +64 9888 9274 as soon as possible. If our assistance team recommends that you return home due to illness or injury, you may have provision for additional travel expenses and lost deposits, depending on your policy. For information on claiming, see our Claims page.

  • If I am sick or injured, can I choose my own doctor?
  • Yes, you can choose your own medical adviser, or our medical assistance team can appoint a medical adviser for you, unless you are being treated under a reciprocal healthcare agreement. While our medical assistance team will do what they can to assist you, if you do not receive the medical treatment you expect, neither they or Zoom will be liable for anything that results from that treatment.

    If you are advised that you need medical transfer or evacuation to New Zealand, you must contact First Assistance as soon as possible so they can approve the expenses. If you or a member of your party do not do this, we may not pay that claim.

CLAIMS
  • What do I do if I need to make a claim?
  • Some events which are claimable under our policy require you to take action straight away.

    Emergency and Medical
    Contact First Assistance on +64 9888 9274 as soon as possible so that we can assist in your case and approve your expenses.

    Loss or Theft of Luggage and Personal Effects
    Report loss or theft of your luggage and personal effects to the police or relevant authority or official immediately and obtain written evidence of this report.

    To submit a claim, fill out our claims form, and send it to [email protected] either while you're still on your trip, or within 30 days of your return to New Zealand. If you have any queries or concerns, you can also call the Claims Team on 0800 263 373 (within New Zealand) or +61 7 3164 3286 (from overseas).

    For us to process your claim quickly, we will need certain documents and evidence from you. For each type of claim, we outline exactly what kind of documentation we need in our claims form.

  • How long will it take to process my claim?
  • We will assess your claim within 10 days of receiving it, provided that we have all the documentation and information required. If we need additional information, we'll let you know within 10 business days, and provide an estimated timetable and process for making a decision.

  • What should I do if wallet, phone or passport are pickpocketed or stolen?
  • In the event your wallet, phone, or passport are missing, report the loss or theft of your luggage and personal effects to the police or relevant authority immediately and obtain written evidence of this report.

    If your phone is lost or stolen and you wish to make a claim, you must also block the IEMI number by contacting your telecommunications provider.

    If your passport is lost or stolen, you should immediately report it to the New Zealand Passport Office or nearest New Zealand diplomatic or consular mission i.e. an embassy, or to the appropriate foreign authority which issued your passport.

    If you wallet is lost or stolen, immediately report it to the banks which issue any cards in your wallet to prevent fraudulent transactions.

    To submit a claim, fill out our claims form, and send it to [email protected] either while you're still on your trip, or within 30 days of your return to New Zealand. If you have any queries or concerns, you can also call the Claims Team on 0800 263 373 (within New Zealand) or +61 7 3164 3286 (from overseas).

  • What do you accept as proof of purchase?
  • We generally prefer receipts or paid invoices, and can also use bank or credit card statements to substantiate your claim.

  • What is an excess?
  • An excess is the amount you will be required to pay before an insurer will pay your claim. This helps keep premiums down by preventing frivilous claims for a lost pair of $20 sunglasses.

    Example: if you have a $200 excess, and you make a medical claim for $1700, the most your insurer will pay is $1500.

    We do not apply an excess for all types of claims - please check the Table of Benefits in our policy to see which benefits have an excess. We only charge an excess per event, not per claim, so if you are injured and your condition requires follow up visits overseas, you would only be charged one excess, as the claims are for the same event.

    Please be aware that all claims related to medical issues for travellers 80-85 have a $2,000 excess.

  • How do I know what the excess for my policy?
  • We have a standard $200 excess on our travel insurance policies, but you can reduce your excess to $100 for a small increase to your premium. You can choose this option on the second page of our quote process. Please note that if you are 80-85, claims resulting from medical issues have a $2,000 excess.

  • Can someone else claim on my behalf?
  • There are situations which may arise that mean you would prefer someone else receive correspondence from us and handle the claims process. You can nominate this person on the Claims form.

  • Can I claim if the airline lost or damaged my luggage?
  • Claims are assessed on a case-by-case basis, but you may have provision to claim for this on all policies except Medical Only. If loss or damage occurs, contact your airline as soon as possible to report it, and get written documentation from the airline that a report was made. For more information on how to claim, see our Claims page.

    We will not pay for any loss or damage to jewellery, mobile phones, cameras, video cameras, personal computers, computer equipment or their accessories which occurs while checked in to a cargo hold of any aircraft (or ship, train, tram or bus), unless the airline required you to transport them in cargo hold and you have written documentation to that effect.

  • Can I claim if I booked my flights or hotel incorrectly, or my visa didn't come through?
  • Claims will not be paid if your claim arises from errors or omissions in any booking arrangements, or failures to obtain the relevant visa, passport or travel documents.

    We do have a 14-day cooling off period (provided that your policy hasn't already started), so depending on when you purchased your travel insurance policy, you may be eligible to cancel and refund your policy if your travel documents have not come through in time. You can do it online here.

  • Can I claim if my leave was cancelled by my employer?
  • Claims cannot be paid if your leave was cancelled by your employer, unless you are a full-time member of the New Zealand Defence Force, or of federal, state or territory emergency services.

  • Can I claim if something that was given to me as a gift was stolen or lost?
  • All claims are assessed on a case-by-case basis. You may have provision to claim, provided that you can provide a record of ownership and a record of the value of the item. For more information on how to claim, see our Claims page.

  • Are claims paid in New Zealand dollars, or in the foreign currency on the receipt?
  • We pay all claims in New Zealand dollars. If you have no record of the transaction in New Zealand dollars, we will convert the amount from foreign currency to New Zealand dollars. If you provide us with records of your credit card transaction, your claim can also include any fees or currency exchange charges from your bank for making the purchase.


 

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