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.

 

 

Severe weather to impact Queensland, Australia next week

Issued: 19th January 2024

In the wake of Cyclone Jasper and record rainfall in North Queensland causing flooding throughout December, severe weather alerts have been issued as a new tropical cyclone looms. 

The entire east coast of Queensland, Australia is being urged to stay vigilant and updated with forecasts and weather warnings. Many news outlets are reporting the likelihood of the low 05U developing into a tropical cyclone by Monday.

As this event is now widely reported in the media, any policies purchased after 12:00pm NZDT on Friday, 19 January 2024 will not provide cover for losses arising from this severe weather event.

This does not impact cover provided by policies purchased prior to this time, subject to the terms of the policy.

If you’re already travelling

If you’re a current policyholder with us and require emergency assistance due to this event, please contact our Emergency Assistance team as soon as it’s practicable and safe to do so. 

How does this event affect your cover?

Our policies do not provide cover for any losses which arise from something that you were aware of that may give rise to a claim at the time of purchasing your policy.

All other terms, conditions, limitations and exclusions continue to apply.

If your travel plans are affected

If you need to change your travel arrangements, contact your airline, cruise company or travel agent for assistance in the first instance.

In the event you need to claim, you should take all reasonable steps to minimise and reduce the cost of the claim and provide all supporting documentation of the event and expenses incurred.

If you wish to make a claim, the best way to do this is by using our online claim form.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

 

 

Cyclone Jasper

Issued: 7th December 2023

Tropical Cyclone Jasper, situated in northern Queensland, Australia is expected to intensify and make landfall in the coming days.

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. 

This means that any policies purchased after 12:00pm on 5th December 2023 AEDT will not provide cover for losses arising from Cyclone Jasper.

If you are currently travelling:

You should monitor Safe Travel and local news reports. The Bureau of meterology will issue regular updates to help keep communities informed as the situation evolves over the coming days. 

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

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Policy Wording and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Cyclone Lola

Issued: 24 October 2023

Tropical Cyclone Lola is expected to make landfall in Vanuatu's northern islands on 24 October and to intensify further as it passes through Vanuatu.

We are aware that this adverse weather activity will evolve and recommend you regularly check the Bureau of Meteorology, news and media, and transport websites for up-to-date information about the event and its impact on transportation and travel services.

If you are already in the affected areas and require emergency assistance please do not hesitate to contact our emergency assistance as soon as possible and safe to do so.

Policy Coverage

Please be aware that our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. This adverse weather activity and Cyclone Lola were widely published in the media at 12:00 am on 23rd October 2023 NZDT.

This means that any policies purchased after 12:00 am on 23rd October 2023 NZDT will not provide cover for losses arising from Cyclone Lola.

If you are currently travelling:

You should monitor Safe Travel, local news reports via Radio Vanuatu and VBTC (television). Follow the advice and warnings issued by the Vanuatu Meteorological and Geo-Hazards Department.

In the event of a cyclone, follow the National Disaster Management Office and Vanuatu Meteorological and Geo-Hazards Department advice.

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

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the (Policy wording)[/policy/] and Certificate of Insurance you received when you purchased your travel insurance.

If you haven’t departed yet:

If you have not yet departed, your policy may include cover for the cancellation of your journey, or the unused portions of your journey if you are directly affected by these events, depending on when you purchased your cover. Please note, we do not provide cover for change of mind, or no longer wishing to go to your destination.

We recommend you contact your travel agent/travel provider, regarding the best option for altering your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them for further details.

Next steps you should take:

If you are travelling somewhere that experiences severe weather, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

If you wish to make a claim, the best way to do this is by using our online claim form

You will need to submit all relevant supporting documentation to us for consideration. Whether you are claiming cancellation or additional expenses, you will need to submit all documents showing your original planned pre-paid arrangements, as well as receipts and documents showing your new arrangements and the non-refundable portion of your journey.

You should take all reasonable steps to minimise your expenses. This includes rearranging your journey where possible.

Naturally, any compensation or refunds you receive from a third party for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

Lebanon

Issued: 19/10/23

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 19th October 2023, The New Zealand Government upgraded its travel advice for Lebanon to ‘Do Not Travel'. The ongoing conflict in Israel and the Occupied Palestinian Territories has the potential to impact the security situation throughout Lebanon.

Tensions are heightened due to recent events in Israel and Gaza. Daily military action is occurring in southern Lebanon and could escalate quickly. This could affect your ability to move to safety. Avoid areas where military activity is ongoing.

Our deepest sympathies go out to all those impacted by the devastating events in and around Lebanon, Israel and the Middle East.

If you are in Lebanon and require emergency assistance, please contact our emergency assistance team.

If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)

If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.

If you are already travelling

If you're in Lebanon and wish to leave, you should depart through the first available commercial option as soon as you're able to do so. Airports may pause operations with little notice due to heightened security concerns. This may cause flight delays or cancellations for a sustained period. The New Zealand Government's ability to assist you to depart Lebanon will be very limited in a deteriorating security situation.

New Zealanders in Lebanon are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities.

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

  • Monitor media updates to stay informed about the evolving situation.
  • Keep friends and family back home informed about your safety.
  • If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

Israel and Middle East Conflict

Issued: 13/10/23

The information in this coverage alert is current as of the time of publication but is subject to change as the situation develops.

On 7 October, Israel declared a state of war in response to a reported attack by Hamas. Thousands of civilians have been killed or injured. Our deepest sympathies go out to all those impacted by this devastating event, especially to the families that have lost loved ones.

These events have led to the temporary closure of the international airport in Tel Aviv. Numerous international airlines have suspended their flights to and from Israel.

Due to the volatile security situation, including the threat of terrorism, armed conflict and civil unrest in Israel, the Occupied Palestinian Territories, and bordering countries, the New Zealand Government’s advice is to ‘Avoid non-essential travel’ to the region.

Furthermore, there is a ‘Do Not Travel’ warning for Gaza, the Palestinian territory of the West Bank and its periphery due to ongoing armed conflict.

If you are in Israel and require emergency assistance, please contact our emergency assistance team.

If you need New Zealand emergency consular assistance, contact 0800 30 10 30 9 (within NZ) or +64 99 20 20 20 (from overseas)

If you require flight repatriation, please register your details with the Ministry of Foreign Affairs and Trade.

If you are already travelling

If you are already travelling in or around the affected area, the New Zealand Government are advising travellers to avoid non-essential travel in Israel and the Occupied Palestinian Territories, including in East Jerusalem, Bethlehem, Jericho and Ramallah.

New Zealanders in Israel or the Occupied Palestinian Territories are strongly encouraged to register their details with the Ministry of Foreign Affairs and Trade and follow any advice and instructions issued by the local authorities. See the Israel Defence Forces Home Front Command website for details.

Terrorist attacks could happen at any time, always be alert and have an exit plan.

If you have not departed yet

If you have not yet departed, reconsider your need to travel. Many flights have been delayed or cancelled. Check with your airline for the latest updates before travelling.

We recommend you contact your travel agent or travel provider about the best way to alter your trip. Some travel providers may provide penalty-free options to amend travel arrangements, and we recommend you contact them in the first instance.

Travel Insurance Coverage

Generally, our policies do not provide cover for acts of war, or your choice to travel to, or remain in a destination where there are Do Not Travel warnings in place.

Please refer to General Exclusion 13 and General Exclusion 11

13) Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

11) Your claim arises from, or is associated with, travel to countries or parts of a country for which:
• an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body; and
• the advice or warning risk rating is “Do not travel” or advise against specific transport arrangements or participation in specific events or activities, unless a Government exemption from the Department of Home Affairs has been granted;

Having said that, if your trip is affected and you wish to make a claim, the best way to do this is by using our online claim form.

Limits, conditions and exclusions apply under your policy. For full details, you should refer to the Product Wording and Certificate of Insurance you received when you purchased your travel insurance.

OTHER STEPS

  • Monitor media updates to stay informed about the evolving situation.
  • Keep friends and family back home informed about your safety.
  • If you are travelling somewhere that experiences civil unrest, be prepared and be informed. Before you go, know how to stay safe and avoid danger.

COVID-19 TRAVEL ADVICE

Issued: 5 January 2021

The New Zealand Government is advising New Zealanders NOT TO TRAVEL OVERSEAS at this time due to the COVID-19 pandemic, associated health risks and travel restrictions.
 
Many countries and territories around the world have imposed strict travel restrictions and airline travel has been severely disrupted.  Many borders are closed to people who are not citizens or permanent residents of that country. If you intend to travel, it is important to understand imposed travel restrictions, the requirement for travel exemptions and any quarantine rules before booking travel.  Visit Unite Against COVID-19 to ensure that you’re properly prepared for travel outside of New Zealand.  For further information on country-specific travel warnings, visit Safe Travel.

We recognise that some customers are already overseas and may be experiencing difficulties in returning home to New Zealand. New Zealanders who cannot return home, for the time being, should take steps to stay safely where they are. If you’re stuck overseas and need to extend your policy, you can Update Your Policy Online.  Please contact our customer service team for assistance if you experience difficulties.
 
In response to announcements around a new strain of COVID-19, additional requirements for travellers returning to New Zealand from high-risk countries have been implemented.  This includes new pre-departure COVID tests for travellers arriving from the UK and US which takes effect from 11:59 pm 15 January 2021.  For further information on pre-departure testing measures, please refer to the Unite against COVID-19  website.
 
It is important to know that all of our policies have a general exclusion relating to epidemics and pandemics.  Therefore, regardless of when you purchased your policy and the destination to which you are travelling, it is unlikely that any claim arising due to the Coronavirus will be covered. Our travel insurance will not cover you for losses arising from COVID-19 if you plan to travel to, travel to, or remain in a country or region for which the New Zealand Government has issued a ‘Do Not Travel’ warning in relation to COVID-19.


USEFUL TRAVEL RESOURCES

 

 

 

CORONAVIRUS (COVID-19) GLOBAL OUTRBREAK 

 

Issued: 19 March 2020 (update to advice issued 5 February)

On March 19th, 2020, the New Zealand Government raised the travel advice level for the global pandemic COVID-19 to Level 4.  
Advising all New Zealanders: Do not travel overseas at this time. For those already overseas wishing to return home to New Zealand, we recommend that you do so as soon as possible by commercial means.

Our priority is helping our customers stay safe. We encourage all travellers in an emergency medical situation to contact our 24/7 Emergency Assistance team. They can provide guidance as to the next steps you can take. Our Emergency Assistance Team are receiving a high number of enquiries from people who are not in an emergency medical situation. We will all get through this situation by working together and prioritising people who are sick, injured and vulnerable. Please do not call this line if you are not in a medical emergency.

If you are in an actual emergency and experience a delay when calling our Emergency Team, please do not panic. Stay on the line if you can, or send an email. If you have sent an email, it will get seen, and our team will get in contact as soon as they can.

Call the 24/7 Emergency Assistance Team on (+) 64 9884 0229​, or email them on [email protected]

The novel coronavirus (COVID-19) is a constantly-evolving event, which has been widely published in the mass media. On January 31st, the World Health Organisation (WHO) declared the outbreak to be a Public Health Emergency of International Concern (PHEIC), and declared the outbreak to be a pandemic on March 11th 2020. 

All of our policies contain exclusions in relation to known events in the mass media and relating to an epidemic or pandemic, or the threat of an epidemic or pandemic. Therefore, regardless of when you purchased your policy, it is unlikely that any claim will be covered if it relates to the coronavirus. This applies to all countries, including countries where MFAT has not yet issued a coronavirus (COVID-19) travel warning.  We will, however, assess each and every claim based on its individual facts and circumstances and policy terms and conditions.

In the event of a claim covered by your policy, you must do everything you can to minimise and reduce the cost of the claim, and provide all supporting documentation of the event and expenses incurred. If your travel has been affected, we recommend you contact your travel agent, airline and accommodation provider as soon as possible if you would like to amend your travel plans. Some airlines, accommodation and tour providers have announced they are offering refunds and rescheduling.

We also urge all travellers to remain up-to-date with SafeTravel and strongly recommend those concerned make themselves aware of the safety precautions for Coronavirus.

Visit here for more information on refunds and rescheduling your travel insurance policy.

For historical advice on the coronavirus outbreak, visit our coronavirus outbreak travel alert.

PHILIPPINES VOLCANIC ERUPTION

Issued: 13 January 2020

We are aware that a volcano in the Philippines near the capital Manilla has erupted prompting the evacuation of thousands of people and the cancellation of flights. 

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 (+) 64 9884 0229.

We urge all travellers to remain up-to-date with the latest travel advice for the Philippines from Safetravel.govt.nz

For policies issued prior to 2AM 13th January 2020 (NZDT) there is provision for cover. 

However, if you entered into a policy after 2AM on 13th January 2020 (NZDT), we would expect you would have done so with an awareness of this eruption. 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 Philippines volcanic eruption.

Please click to learn more about you cover with regard to the Philippines volcanic eruption.

 

 

MEASLES OUTBREAK, PACIFIC

 

Issued: 6 December 2019
 

We are aware of the current measles outbreak affecting a number of  Pacific countries including Samoa, American Samoa, Tonga, Fiji, and New Zealand.

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 (+) 64 9884 0229. We urge all travellers to remain up-to-date with the latest travel advice from MFAT and Safetravel.

IMPORTANT INFORMATION

Our travel insurance 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 purchased a policy after the below-listed dates, we would expect you would have done so with an awareness of the measles outbreak. 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 epidemic and outbreaks.

- The Government of Samoa declared a one month state of emergency on 15 November
- The Tonga Ministry of Health declared a measles outbreak on 22 October
- The Fiji Ministry of Health declared a measles outbreak on 7 November
- The New Zealand outbreak is largely concentrated around Auckland


COVER FOR EPIDEMICS
Please note our policies do not cover for claims arising from, related to, or associated with an actual or likely epidemic or pandemic or the threat of an epidemic or pandemic.
We will assess all claims in accordance with your Product Disclosure Statement and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.
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 [email protected]

IF YOU'RE TRAVELLING SOON

- If you're considering altering your trip dates, 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.
- Check your vaccinations are up to date, and talk to your doctor about getting a blood test to check your immunity, especially if you’re over 50. 
- Talk to your doctor before travelling to Pacific destinations with children, or if you are pregnant or immunocompromised.
- Keep abreast of travel advice from the Department of Foreign Affairs and Trade.
- For travel to American Samoa, you must show proof that you've had a measles vaccination at least 2 weeks before you arrive. 

 

CHILE PROTESTS AND RIOTING

Issued: 21 October 2019

Protests, rioting and state of emergency which is currently affecting areas of Chile. The unrest, sparked by increased metro fares has broadened to reflect concerns over inequality and high living costs. A state of emergency and night-time curfews have been declared by the government, and the military has been deployed in several cities. Subway and other public transport services have been suspended. 

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. We urge all travellers to remain up-to-date with the latest travel advice for Chile from SafeTravel.

If you're a Zoom policyholder in Chile and require emergency assistance, please call (+) 64 9884 0229

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 9:00am NZDT 21 October 2019 there is provision for cover.  For policies issued after 9:00am NZDT 21 October 2019 there is no cover for any claims arising from this event.

If you entered into a policy after 9:00am NZDT 21 October 2019, we would expect you would have done so with an awareness of the protests and closures. 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 Chile protests.
 
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.  MFAT has issued a warning advising a high degree of caution. Please stay up to date with the SafeTravel advice issued by MFAT and register your details if you haven't already.

Click to learn more about you cover with regard to the Chile Protests.

 

TYPHOON HAGIBIS, JAPAN

 

Issued: 11 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 (+) 64 9884 0229.

We urge all travellers to remain up-to-date with Japan travel advice from Safetravel.


For policies issued prior to 11:00am NZDT 10 October 2019 there is provision for cover.  For policies issued after 11:00am NZDT 10 October 2019 there is no cover for any claims arising from this event.


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 

 

HONG KONG, CHINA PROTESTS AND CLOSURES

Issued: 13 August 2019

Anti-extradition and anti-government demonstrations have been occuring in Hong Kong since March, however escalation of these protests began in June, with between 240,000 and one million people participating. Transport around the city has been significantly impacted, and excessive force by police against protestors and journalists has been widely reported. Hong Kong International Airport has been subject to closures.

If you're a Zoom policyholder in Hong Kong and require emergency assistance, please call (+) 64 9884 0229

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 11:00am AEST 6 August 2019 there is provision for cover.  For policies issued after 11:00am AEST 6 August 2019 there is no cover for any claims arising from this event.

If you entered into a policy after 11:00am AEST 6 August 2019, we would expect you would have done so with an awareness of the protests and closures. 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 Hong Kong protests and closures.
 
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 closey.  MFAT has issued a warning advising a high degree of caution. Please stay up to date with the SafeTravel advice issued by MFAT and register your details if you haven't already.

Click to learn more about you cover with regard to the Hong Kong protests.

BOMBINGS IN SRI LANKA

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.  New Zealand travellers are advised to avoid all affected areas and minimise movement until the situation stabilises.

Ministry of Foreign Affairs and Trade (MFAT) is advising New Zealand travellers to "avoid non-essential travel" to Sri Lanka due to the on-going threat of violence and the uncertain security situation.  If you're a Zoom customer who is planning to travel to Sri Lanka, please note that the this may affect your travel insurance.  Read more information on the Sri Lanka Bombings.

AIR NEW ZEALAND STRIKE​

 

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. 

TSUMAMI & EARTHQUAKE, INDONESIA

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. New Zealanders 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 Ministry of Foreign Affairs and Trade (MFAT) remains; Avoid non-essential travel to Lombok and the Gili islands, Papua and West Papua. Exercise increased caution in Indonesia, including in Jakarta, Surabaya and Bali. Please visit the Safe Travel website to stay up to date with the latest advice issued by MFAT.

If you are in Indonesia and need emergency assistance, please call us on +64 9884 0229.
 


MT KILAUEA VOLCANIC ERUPTION, HAWAII

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 6:30pm NZST 4 May 2018 there is provision for cover.  For policies issued after 6:30pm NZST 4 May 2018 there is no cover for any claims arising from this event.

If you entered into a policy after 6:30pm NZST 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.

VOLCANIC ERUPTION OVERVIEW

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 Mt. Agung please refer the travel alerts below.


MOUNT AGUNG VOLCANO, BALI, VOLCANIC ERUPTION

Updated Alert: 22 November 2017
Original Alert Issued: 18 September 2017

Mount Agung, Bali, Indonesia has begun erupting. There is still an exclusion zone in place with public activity prohibited within a proximity of 7.5 kilometres and 6 kilometres in some areas. No flights to or from Bali have been affected at this stage and Bali's international airport remains open.  We are now issuing a cut-off time for new policies purchased for this known event.

IF YOU PURCHASED A POLICY AFTER MIDDAY (AEST) 22ND NOVEMBER 2017: MOUNT AGUNG IS EXCLUDED

For Zoom policies purchased after midday (AEST) on 22 November 2017 cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

We are monitoring the situation and will advise if and when this position changes.

Safetravel.govt.nz is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

IF YOU PURCHASED A POLICY BETWEEN 9AM (AEST) 6TH NOVEMBER 2017 AND MIDDAY 22ND NOVEMBER 2017: COVER IS AVAILABLE

For Zoom policies purchased between 9:00AM (AEST) on 6 November 2017 and midday (AEST) on 22 November 2017 cover is available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events were not considered unforeseen at the time of purchase.

For further information please refer to Zoom's original travel alert issued on 18th September 2017.

 


MOUNT AGUNG VOLCANO, BALI EXPECTED ERUPTION

Issued: 25 September 2017
Original Alert Issued: 18 September 2017

The number of tremors recorded at Bali’s Mt Agung volcano has increased with warnings it could erupt at any time.

Indonesian authorities raised the volcano’s alert status to level four on Friday 22 September following a dramatic increase in seismic activity. Local authorities have temporarily suspended all outdoor activities such as hiking and camping activities in proximity to the crater, with an exclusion zone of 12 kilometres declared around the mountain.

Plumes of volcanic ash are an aviation safety hazard and an eruption of Mount Agung could impact air travel in the region. Airlines and airspace regulators are closely monitoring the situation.

Safetravel.govt.nz is urging travellers to monitor local media, follow instructions from local authorities and contact airlines if the volcano does erupt.

Here are some popular airline links to  travel alerts and flight schedules.

Airline News Link Contact Number
 AirAsia  +62 804 1333 333 (Bali)
 Garuda Indonesia  +62 21 2351 9999 (Bali)
 Jetstar  13 15 38;  ++64 9975 94269 (NZ)
 Malaysia Airlines  +603 7843 3000 (outside Malaysia)
 Qantas  13 13 13;   +62 21 2555 6300 (Bali)
 Singapore Airlines  13 10 11;  +65 6223 8888 (Singapore)
 Virgin Australia  13 67 89;  0800 67 0000 (NZ)




 



 

For Zoom policies purchased up to 1:00PM (NZST) on 18 September 2017, cover for travel service disruptions due to an eruption of Mount Agung is available.

For Zoom policies purchased after 1:00PM (NZST) on 18 September 2017, cover is not available for claims arising from any volcanic activity, including travel service disruptions due to ash cloud, as such events are no longer considered unforeseen.

Please see more information that will apply to your travel insurance policy with Zoom.