Hetty B.
August 2018
Got questions?
Frequently asked questions
How many people can I include in my policy?
The more the merrier right? Zoom's insures groups of up to 25. That means more fun for less hassle.
Am I covered if I go on a cruise?
No, not automatically. You must purchase their cruise pack in order to be covered for any medical treatment you receive on board and for helicopter evacuation should you require emergency medical assistance.
Am I covered for skiing and my equipment?
To be covered for winter sports, including skiing and snowboarding, you must purchase Zoom's Winter Sports Pack. This pack provides coverage for overseas emergency medical and hospital expenses, as well as reimbursement for the unused portion of your lift passes, ski hire, ski passes, ski school, or tuition fees, if you're unable to use them due to injury or illness. Zoom will also cover up to $1,500 for skiing equipment.
Can I pay to reduce or cancel my excess?
Yes, you can pay an additional premium when you purchase your policy to reduce the standard excess from $200 to $100.
What additional extras are there?
Zoom has a wide range of additional extras available to purchase, including their Adventure & Sports Pack, Bicycle Pack, Cruise Pack, Winter Sports Pack, coverage for High-Value Items and coverage for the Rental Vehicle Insurance Excess.
Am I covered if my tour company collapses?
Zoom will not pay for any expenses due to the financial collapse of any transport, tour or accommodation provider.
Can I buy cover if I'm not an Australian resident?
You may be able to buy a policy if you are not an Australian resident. Make sure you read the PDS to check their eligibility criteria.
What size moped or motorbike am I covered to ride overseas?
Zoom provides coverage for riding a moped or scooter with an engine displacement of 125cc or less, provided you hold a current and valid driver's licence in Australia. If you plan to ride a motorcycle with an engine displacement greater than 125cc, you must have a valid motorcycle licence in Australia for the specific class of motorcycle you are using.
How long is their single trip cover for?
12 months.
Can I extend my policy from overseas?
Having too much fun? No problems! You can extend your policy with Zoom as long as your original policy has not expired.
Do they cover for my rental vehicle excess?
Yes, up to $5,000 under domestic policies. For international coverage, you must purchase the Rental Vehicle Insurance Excess Pack. This coverage applies to a variety of vehicles, including a campervan, car (4WD, coupe, convertible, hatchback, sedan, SUV, utility, van), minibus, motorhome or people mover that is equal to or less than 4.5 tonnes.
Who underwrites them?
Zoom travel insurance policies are underwritten by HDI Global Specialty SE - Australia.
Where are they based?
Sydney!
Following an accident in Germany, I required surgery. The doctor I saw in Germany classified this as an emergency and recommended the surgery be completed within a week to prevent further complications. Zoom then took 3 days to decide that they would fly me home for treatment. At the time, I expressed concerns that the delay caused by flying home for surgery would result in more than a week elapsing between injury and surgery. Zoom did not take this into consideration. Following my return home, I was seen by a specialist in New Zealand who was quite appalled that Zoom had chosen to fly me home prior to having surgery. He suggested I make a formal complaint. Five business days ago, I sent an email regarding my concerns to Zoom. At the time I received an automated email suggesting I would receive a reply in two days but I have still not heard anything.