Don't expect reimbursement for expenses

Hi Sir Edmond Hillary, Thanks for taking the time to provide feedback and insights to other travellers. Be it good or bad, reviews are always helpful for us to improve our service.

We understand that it's disappointing to have your travel plans cancelled due to circumstances outside of your control and I'm sorry to hear that you were left out of pocket on this occasion.

All insurance policies contain exclusions as no one would be able to afford the policy if insurers covered every scenario. Indeed, all of Zoom's policies have a general exclusion for any claim related to epidemics and pandemics and always has done. We do however cover many other scenarios for cancellations such as bad weather, injury, illness and strikes so I wouldn't say that the insurance product is useless.

Whilst Product Disclosure Statements (PDS) are lengthy documents, they are written so travellers are aware of what is and isn't covered prior to purchasing their policy. In addition to being listed as a general exclusion in our PDS, we also highlight the exclusion for epidemics and pandemics within our purchase path.

Travel has changed forever and the uncertainty and rapidly changing travel environment is certainly challenge.

We wish you safe and happy travels in the future.

Warm regards, Eva | Customer Service

Hi Sir Edmond Hillary, Thanks for taking the time to provide feedback and insights to other travellers. Be it good or bad, reviews are always helpful for us to improve our service.

We understand that it's disappointing to have your travel plans cancelled due to circumstances outside of your control and I'm sorry to hear that you were left out of pocket on this occasion.

All insurance policies contain exclusions as no one would be able to afford the policy if insurers covered every scenario. Indeed, all of Zoom's policies have a general exclusion for any claim related to epidemics and pandemics and always has done. We do however cover many other scenarios for cancellations such as bad weather, injury, illness and strikes so I wouldn't say that the insurance product is useless.

Whilst Product Disclosure Statements (PDS) are lengthy documents, they are written so travellers are aware of what is and isn't covered prior to purchasing their policy. In addition to being listed as a general exclusion in our PDS, we also highlight the exclusion for epidemics and pandemics within our purchase path.

Travel has changed forever and the uncertainty and rapidly changing travel environment is certainly challenge.

We wish you safe and happy travels in the future.

Warm regards, Eva | Customer Service