• Hi Charlotte, Thanks for taking the time to review us. I'm very sorry to hear that you had an unpleasant experience with our claims team. As stated on page 59 of our PDS under general exclusions: Your claim arises from errors or omissions in any booking arrangements or failure to obtain the relevant visa, passport or travel documents. As a result, your claim was declined.
    However, if you are unhappy about the outcome of your claim you can choose to have your claim escalated and reviewed. To organize a review please email your policy details outlining your complaint to [email protected]
    Here at Zoom, we do pride ourselves on our customer service standards and I do appreciate the feedback you've provided us. If you have any further questions please don't hesitate to give us a call on 1300 049 880 or you can email us at [email protected] Kind Regards, Andre, Customer Service
    Reply from Zoom Travel Insurance representative