Effective date: 19 December 2024
Zoom Travel Insurance is a registered Business Name of The Insurance Geeks Pty Ltd, ABN 35 612 507 785 (Insurance Geeks), a corporate Appointed representative (CAR 1249296) of Coffre-Fort Pty Ltd ABN 66 125 358 518, AFS Licence No. 472457. This policy is distributed and issued by Insurance Geeks. For information on how these insurance providers work together and the services they provide, please refer to the FSG at the back of this combined document.
Coffre-Fort acts as the underwriting agent of the insurer under a binding authority from the insurer, which means it can issue, vary, renew, or cancel your insurance on their behalf and handle and settle any claims you make, acting reasonably. Coffre-Fort and Zoom act on behalf of the insurer and not on your behalf.
The insurer of this policy is HDI Global Specialty SE – New Zealand, which is licensed to carry on insurance business in New Zealand in accordance with the Insurance (Prudential Supervision) Act 2010 (NZ). It is registered as a financial service provider on the Financial Service Providers Register (FSP 774050).
HDI Global Specialty SE is registered in Germany with registration number HRB 211924 authorised by Bundesanstalt für Finanzdienstleistungen (“BaFin”). It is authorised to carry on insurance business in Germany Insurance Supervisory Act (“Versicherungsaufsichtsgesetz”) (VAG), as revised 2023 (DE). It is a member of the Talanx Group.
Standard and Poor’s has assigned to HDI Global Specialty SE the financial strength of ‘A+’ (Outlook Stable) as of 21 November 2022.
| Rating | Description |
AAA | Extremely Strong |
AA | Very Strong |
A | Strong |
BBB | Good |
BB | Marginal |
B | Weak |
CCC | Very Weak |
CC | Extremely Weak |
R | Regulatory Supervision |
SD | Selective Default |
D | Default |
NR | Not Rated |
The ratings from "AA" to "CCC" may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. The rating scale above is in summary form. A full description of this rating scale can be obtained from https://www.spglobal.com/ratings/en/
Emergency Assistance is provided 24/7, 365 days a year. You can find our assistance service contact details here.
If you buy the policy, this document, a letter from us confirming or declining cover for your pre-existing medical condition(s), your certificate of insurance and other documents we may issue to you make up your insurance contract with us. Be sure to read them carefully and keep them in a safe place.
You have a duty to act in the utmost good faith in all your dealings with us.
This duty applies when you first apply for your policy and on any renewal, variation, extension, or replacement of your policy.
If we ask you questions that are relevant to our decision whether to insure you and on what terms, you must take reasonable care not to make a misrepresentation to us when answering those questions. For example, you will need to provide information which, to the best of your knowledge, is accurate, complete, and not misleading.
You and everyone insured under your policy (and listed on the certificate of insurance) must comply with this duty. Please make sure you explain the duty to anyone else insured under your policy.
If you do not take reasonable care not to make a misrepresentation, we may be permitted by law to cancel your insurance contract or reduce the amount we will pay you if you make a claim, or both.
If you make a misrepresentation which is fraudulent, we may refuse to pay a claim and treat the insurance contract as if it never existed.
This Policy Wording explains:
You should read the policy wording before buying the policy because you are responsible for ensuring that the insurance cover you select is suitable for your needs.
A copy of the policy wording is also available here.
The Policy Wording explains the different travel insurance plans Zoom Travel Insurance offers. We might offer you a policy, or choose not to offer you coverage, even if you've had a policy with us before. We can decide how and when to offer you cover, acting reasonably.
When you apply for your policy, we will confirm things such as the period of cover, your premium, what optional benefits you have selected, what excesses will apply, and whether any standard terms are to be varied. These details will be recorded on the certificate of insurance issued to you which may vary the standard Policy Wording terms.
If we are unable to offer you cover, it may be because the product offered is not designed to cover a particular risk or risks including, but not limited to, geographical regions, pre-existing medical conditions, or certain age groups.
This travel insurance is only available to buy via our website or by contacting our customer service team. Policies can also be purchased over the phone by arranging a call back through our online chat or emailing customer service.
Before buying the policy, you should consider:
You need to choose who will be covered and the cover you need to suit your travel plans.
You can choose from 5 plans with differing benefits and cover. There are age limits depending on the type of plan you choose. Age limits are as at the date of issue of your certificate of insurance.
| Plans Available | What's Included | Age Limits That Apply |
Medical Only | Sections 1, 2, 3, 5, and 18 | Travellers aged 69 or under |
Standard | Sections 1, 2, 3, 4, 5, 8, 10, 12, 14, 15, and 18 | Travellers aged 69 or under |
Comprehensive | Sections 1 to 18 | Travellers aged 85 or under |
Domestic | Sections 1, 10, 12, 13, 14, 15, 16, 18, and 19 | Travellers aged 85 or under |
Frequent Traveller | Sections 1, 2, 3, 4, 5, 8, 10, 12, 14, 15, and 18 | Travellers aged 69 or under |
Cover is only available up to a maximum of 90 days per journey for travellers aged 80-85 years.
Important note for travellers aged 80-85 years
If you are aged 80-85 years old, a $3,000 Excess applies for all claims arising from, related to, or associated with an injury, illness, or medical condition. For all other claims, refer to the section titled “The Level of Excess That You Prefer”.
| Comprehensive | Domestic | Medical Only | Standard |
These plans are appropriate for New Zealand residents whose journey has not yet commenced. In addition to meeting the eligibility criteria above, we can only provide cover under these plans if:
|
| Frequent Travellers |
Under this plan, 'Journey' means from the time when you leave your home to go directly to the place you depart from on your travels and ends on, whichever happens first:
This plan covers an unlimited number of journeys both internationally and domestically for a 12-month period. This applies to both leisure and business travel. The maximum duration of cover for any one journey will depend upon which policy option you have selected. You can choose from 21 days and 45 days per trip. Frequent Traveller covers overseas and domestic journeys. All benefit limits and sub-limits are reinstated at the end of each journey (other than Section 18 - Personal Liability, where the amount shown in the table of benefits is the most we will pay for all claims under the policy). |
When you apply for the policy, you need to tell us where you are travelling to. The premium you pay for the policy depends on your destination(s). The policy only covers loss, injury, or illness that occurs in the countries or regions shown on your certificate of insurance.
You don’t have to list transit stops where you will stay at the airport for less than 24 hours, except for the USA.
Please note: We will cover you for stopovers in the USA if you nominate USA as a destination when you apply for cover.
Cruises: If you’re going on a cruise, you must tell us every country the ship will visit. You will not be covered in countries you have not told us about.
You can change the destinations you have covered before your journey commences. However, once you have departed on your journey, you can only add new destinations so long as you are not aware of something that may give rise to a claim. Some destinations may be free to add cover for. We may charge an additional premium for other destinations.
Cover is only available if you fulfil the following requirements at the time of purchase:
There are certain circumstances where you would not be eligible for cover. This is applicable to all plans, except Domestic.
If we agree to pay your claim, an excess will be deducted from the amount payable to you under certain sections of the policy. An excess per claim applies to any one event unless otherwise specified in the policy or on the certificate of insurance.
You can select the amount of the excess you wish to pay on certain claims when you apply for your policy. Your certificate of insurance will show the excess that apply to the cover you select.
If you are aged 80-85 years old, a $3,000 Excess applies for all claims arising from, related to, or associated with an injury, illness, or medical condition.
A double excess applies for all claims under Section 2: Overseas Emergency Medical & Hospital Expenses, Section 14: On Trip Cancellation Fees & Lost Deposits, and Section 15: Additional Accommodation & Travel Expenses when your claim arises directly from you participating in winter sports activities.
You cannot pay an additional premium to remove these excesses.
We will tell you the premium payable for your policy when you apply for cover.
It will be based on several factors including your travel destination(s), the duration of your journey, the plan you select, the amount of any excess payable, the number of persons and age of persons to be covered under the policy, and any optional cover you select.
It may also include some government charges and taxes (e.g. GST).
If you decide that you do not want this policy, you can cancel it via the online policy manager or you can contact us. It's important to understand that canceling your policy means that you won’t be eligible for any cover, and you won't be able to make any claim under your policy.
The following cancellation terms apply depending upon the circumstances.
You may change your mind about buying this policy within fourteen (14) days of the issue of the certificate of insurance (‘cooling-off period’) and we will provide a full refund. We must receive your request within 14 days, either in writing or by email. Alternatively, you may log in to your policy manager account and cancel your policy online.
This cooling-off right only applies if:
You can cancel your policy after fourteen (14) days, and we will refund the amount you paid less the proportion of the premium for the period in which you were insured. We will also deduct an administration fee of up to $25 from the amount that we refund you.
This cancellation right only applies if:
If you choose to end your journey early, we will not reimburse any premium of your unused portion of your policy.
We may cancel this policy at any time as allowed by law by notifying you in writing of the date from which the cancellation is to take effect. We may only cancel in certain circumstances, as allowed by law, including where you have:
If we cancel, we may choose to refund the portion of the premium for your policy for the period for which you were not insured. We may charge an administration charge where we choose to cancel.
In certain circumstances, we will allow you to amend your policy after purchase.
Where we agree to update or add to the cover under your policy, the change in cover will only apply to circumstances that arise after we have issued you with an updated certificate of insurance reflecting the change.
Where we agree to your request to remove any cover under your policy, you will not be able to make any claim or exercise any other right under the cover that has been removed for any circumstance that arises at the time or after your policy is updated.
This part of the Policy Wording explains:
| - | Policy Sections & Benefits | Excess Applied | Medical Only | Standard | Comprehensive | Domestic | Frequent Traveller |
| Emergency | |||||||
| 1 | 24/7 Emergency Assistance Service | Included | Included | Included | Included | Included | |
| Medical | |||||||
| 2 | Overseas Emergency Medical & Hospital Expenses* | Unlimited | Unlimited | Unlimited | Unlimited | ||
| 3 | Dental Expenses | $1,000 | $1,000 | $1,000 | $1,000 | ||
| 4 | Hospital Cash Allowance* | $2,500 | $5,000 | $2,500 | |||
| 5 | Repatriation Of Remains | $25,000 | $25,000 | $25,000 | $25,000 | ||
| 6 | Permanent Disability | $25,000 | |||||
| 7 | Loss Of Income* | $10,400 | |||||
| Luggage | |||||||
| 8 | Travel Documents, Transactions Cards & Fraud | $2,000 | $5,000 | $2,000 | |||
| 9 | Theft Of Cash# | $250 | |||||
| 10 | Luggage & Personal Effects^* | $5,000 | $10,000 | $5,000 | $5,000 | ||
| Sub-limits apply for the first item#* | |||||||
| Category 1: Computers, personal laptops, photographic and video equipment#* | $3,000 | $3,000 | $3,000 | $3,000 | |||
| Category 2: Mobile phones and tablets#* | $1,000 | $1,000 | $1,000 | $1,000 | |||
| Category 3: Jewellery#* | $750 | $750 | $750 | $750 | |||
| All other items#* | $750 | $750 | $750 | $750 | |||
| Subsequent item limits apply#* | |||||||
| 11 | Luggage & Personal Effects Delay Expenses^* | $500 | |||||
| Pre-Departure Cancellation & Amendments | |||||||
| 12 | Pre-Departure Cancellation Fees & Lost Deposits#* | Chosen Limit | Chosen Limit | Chosen Limit | Chosen Limit | ||
| 13 | Pre-Departure Amendments to Journey^ | $2,000 | $2,000 | ||||
| On Trip Disruption | |||||||
| 14 | On Trip Cancellation Fees & Lost Deposits#* | Chosen Limit | Chosen Limit | Chosen Limit | Chosen Limit | ||
| 15 | Additional Accommodation & Travel Expenses^* Includes:
| $10,000 | $25,000 | $2,000 | $10,000 | ||
| 16 | Travel Delay Expenses* | $2,000 | $2,000 | ||||
| 17 | Special Event Transport Expenses | $2,000 | |||||
| Other | |||||||
| 18 | Personal Liability# | $2,500,000 | $2,500,000 | $5,000,000 | $5,000,000 | $2,500,000 | |
| 19 | Rental Vehicle Insurance Excess#* | $5,000 | |||||
All limits are per person unless specified with the symbol below.
| |||||||
| - | Optional Extras & Benefits | Excess Applied | Medical Only | Standard | Comprehensive | Domestic | Frequent Traveller | |
| Rental Vehicle Insurance Excess Pack | ||||||||
| 19 | Rental Vehicle Insurance Excess#* | $5,000 or $10,000 | $5,000 or $10,000 | $10,000 | $5,000 or $10,000 | |||
| Cruise Pack | ||||||||
| CP1 | Onboard Medical Expenses* | Unlimited | Unlimited | Unlimited | Unlimited | |||
| Winter Sports Pack | ||||||||
| WSP1 | Emergency Rescue | Unlimited | Unlimited | Unlimited | ||||
| WSP2 | Snow Pack^ | $750 | $750 | $750 | ||||
| WSP3 | Resort Closure^* | $1,000 | $1,000 | $1,000 | ||||
| WSP4 | Winter Sports Equipment Cover^* | $1,500 | $1,500 | $1,500 | ||||
| WSP5 | Winter Sports Equipment Hire^* | $250 | $250 | $250 | ||||
| Bicycle Pack | ||||||||
| BP1 | Bicycle Cover#* | Up to $15,000 | Up to $15,000 | Up to $15,000 | ||||
| Adventure & Sports Pack - You must purchase the Adventure & Sports Pack to be covered for certain activities & sports. | ||||||||
| Cruise Pack - You must purchase the Cruise Pack to be covered on board a cruise. | ||||||||
All limits are per person unless specified with the symbol below.
| ||||||||
Please note:
There is no cover for the below benefits while travelling in New Zealand:
There is only cover for the below benefits where the relevant pack has been purchased, the appropriate premium has been paid, and the relevant pack is shown on your certificate of insurance.
Your policy provides cover for claims arising directly from your participation in the following amateur sports and amateur recreational activities, subject to the terms, conditions, limits, and exclusions that apply to the section under which your claim is made; and General Exclusions that are applicable to all sections.
Please note: All other sports and activities are excluded from cover under your policy, subject to any additional options that have been purchased and are listed on your certificate of insurance.
| Activity | Condition |
| Archery | amateur and occasional only |
| Aqua zorbing or zorbing | in a leisure, non-professional capacity |
| Animal riding | under appropriate supervision |
| Ballooning | regulated or licenced hot air ballooning |
| Bicycling or cycling | must wear a helmet |
| Bungee jumping or canyon swinging | under appropriate supervision |
| Canoeing, kayaking, and white water kayaking | graded I, II, or III under the International Scale of River Difficulty |
| Dancing | recreational |
| Dog sledding or sleigh rides | on any land mass excluding snow |
| Fishing | on land or within 2 nautical miles of any land mass |
| Go-karting | must wear a helmet |
| Gymnastics | recreational |
| Gym activities | excluding powerlifting |
| Hang gliding, tandem gliding, and paragliding | must be in tandem with an instructor licensed for these activities. Does not include base jumping |
| Horse riding | excluding equestrian events, steeple chasing, jumping, and polo, must wear a helmet |
| Ice skating | on a rink but excluding speed skating, and tour skating |
| Indoor rock climbing | under appropriate supervision |
| Jet Boating | with a commercial operator under appropriate supervision |
| Off-road / 4WD | with a commercial operator under appropriate supervision |
| Orienteering | recreational |
| Paintball | with eye protection |
| Pilates | recreational |
| Rafting and white water rafting | in rivers or rapids, lakes or canals, graded 1, 2, or 3 under the International Scale of River Difficulty |
| Riding a moped, scooter or motorcycle | you must wear a helmet and hold a valid licence. Please refer to definitions |
| Sailing or Yachting | up to 10 nautical miles off any land mass |
| Sand Boarding | with a commercial operator under appropriate supervision |
| Scuba Diving | to a depth no greater than 10 metres, and up to 10 nautical miles off any land mass. Must hold open water diving licence or dive with licensed instructor |
| Shark cage diving | under appropriate supervision |
| Shooting | fixed target only, under appropriate supervision |
| Skateboarding, roller skating, inline skating | not including vert skating or acrobatics |
| Snorkelling | recreational |
| Surfing or Surface water activities | other than sailing such as paddle boarding, surfing, tubing, wakeboarding, water skiing, and windsurfing up to 2 nautical miles off any land mass |
| Track and field athletics | recreational |
| Walking, hiking, trekking, tramping, or peaking | at altitudes up to 3,500 metres, where specialist climbing equipment is not required but not expeditions to or on the Kokoda Track/Trail |
| Yoga | recreational |
For any winter sports activities – please refer to Winter Sports Pack.
Any other leisure or sports activities meaning any activities involving minimal physical exertion that is undertaken for relaxation or recreation is automatically covered. For example, walking, running, golfing, sight-seeing, photography, and museum visits.
Under this policy, you can choose the cover you require based on your travel arrangements, and the type of cover you want and are eligible to purchase.
| Optional Benefits Available | Adventure & Sports Pack | Bicycle Pack | Cancellation Cover | Cruise Pack | High Value Items | Rental Vehicle Insurance Excess | Winter Sports Pack |
Medical Only | |||||||
Standard | |||||||
Comprehensive | |||||||
Domestic | |||||||
Frequent Traveller |
These additional options only apply if they have been selected by you, the appropriate premium has been paid and they are shown on your certificate of insurance.
You can purchase this option under the Comprehensive, Domestic, and Frequent Traveller plans. The Adventure & Sports Pack must be applied for at least 24 hours before participating in the following amateur listed sports and activities. You cannot purchase the Adventure & Sports Pack individually.
You must be aged 69 years and under at the time your policy is issued to purchase this option.
This policy does not automatically cover you for the following amateur listed sports and activities. If you are participating in the following amateur listed sports and activities, you MUST select the Adventure & Sports Pack, pay the additional premium, and Adventure & Sports Pack is shown on your certificate of insurance. You will not have cover under this policy if you participate in the following amateur listed sports and activities and have not selected this cover.
This additional option does not provide cover for claims under Section 6: Permanent Disability or Section 18: Personal Liability that arise from you participating in the listed activities available under this option.
| Activity | Condition |
| Abseiling | fully harnessed |
| Animal conservation or handling | under appropriate supervision |
| Battle re-enactment | no firearms |
| Boxing | basic training only, no sparring |
| Canoeing, kayaking, and white water kayaking | graded IV or V under the International Scale of River Difficulty |
| Cave/river tubing | as part of an organised excursion or tour |
| Contact sports | including but not limited to any form of rugby, Australian Rules football or American football |
| Expeditions to or on the Kokoda Track/Trail | |
| E-bikes, or e-scooters | must wear a helmet |
| Fishing or Deep sea fishing | within 2-15 nautical miles of land mass with licensed commercial operator only |
| Flying | as passenger in licensed commercial small aircraft/helicopter (max 10 passengers) |
| Hang gliding, tandem gliding and paragliding | must be in tandem with licensed instructor, excludes base jumping |
| Jet Skiing | with commercial operator under appropriate supervision |
| Martial arts/Muay Thai | basic training only, no sparring |
| Mountain biking (downhill), BMX | must wear a helmet |
| Outdoor rock climbing | with ropes and appropriate safety gear |
| Rafting and white water rafting | graded 4 and 5, no competition racing |
| River Boarding / River Sledging | in white water rapids Grade 1-3 only |
| Safari | under appropriate supervision |
| Sailing or Yachting | from 10 to 15 nautical miles off any land mass |
| Scuba diving | depth 10-30 metres, within 15 nautical miles of land, must have license or instructor, no flying within 24 hours |
| Shooting | only moving targets such as clay pigeons |
| Sky diving or parachuting | must be in tandem with licensed instructor |
| Zip lining/flying fox | with licensed commercial operator only |
You can purchase this option under the Comprehensive, Frequent Traveller, and Domestic plans.
You will only have cover under Section BP1: Bicycle Cover if you select this option at the time of purchase, pay the additional premium, and Bicycle Pack is shown on your certificate of insurance. No cover is provided for bicycles and bicycle accessories under Section 10: Luggage & Personal Effects.
The Bicycle Pack only covers bicycles if, at the time the certificate of insurance is issued, they are:
The maximum amount we will pay for any one bicycle is $5,000 and $15,000 for all Bicycle Pack claims combined.
Pairs or related sets of items are considered as only one item and a sub-limit of $750 applies to all bicycle accessories (including but not limited to bicycle pumps, helmets, lights, pedals, tools, etc.) combined.
This benefit is available under the Standard, Comprehensive, Domestic, and Frequent Traveller plans.
When purchasing your policy, select a cancellation cover amount that suits your needs, covering all prepaid expenses for everyone listed on your certificate of insurance. The cancellation cover is provided per policy, not per traveller.
The cancellation cover you choose will apply to both Section 12: Pre-Departure Cancellation Fees & Lost Deposits and Section 14: On Trip Cancellation Fees & Lost Deposits.
Note: If you're going on a cruise, you must have the Cruise Pack shown on your certificate of insurance to have cancellation cover.
You can purchase this option under the Standard, Comprehensive, Domestic, and Frequent Traveller plans. The Cruise Pack must be applied for at least 24 hours before travelling on a cruise. You cannot purchase the Cruise Pack individually.
This policy does not automatically cover you for any costs related to cruises. If you are going on a cruise for 2 nights or more, you MUST select the Cruise Pack, pay the additional premium, and Cruise Pack is shown on your certificate of insurance. You will not have cover under this policy if you go on or intend to go on a cruise and have not selected this cover.
The following section in the table below is an additional benefit included with the Cruise Pack. This table also shows the coverage limits for each section.
| Section | Benefit | Amount |
CP1 | Onboard Medical Expenses* | Unlimited |
You can purchase this option under the Comprehensive plan at time of policy purchase.
The maximum amount we will pay under Section 10: Luggage & Personal Effects and Section WSP4: Winter Sports Equipment Cover as shown under the Benefits Table, excludes any high value items declared.
Additional cover can be purchased for specified items other than drones, jewellery, watches, and watercraft of any type (other than surfboards) by listing each item and its value when you apply for cover; up to a total amount of $5,000 by paying an additional premium and High Value Item will be shown on your certificate of insurance.
Please note:
Depreciation and the standard item limits do not apply to high value items. If you make a claim for high value items, you must provide us with purchase receipts for the items claimed.
If you have selected the Domestic plan, your policy automatically provides cover of $5,000 for Section 19: Rental Vehicle Insurance Excess. You can increase this limit from $5,000 to $10,000 by paying the additional premium and the nominated cover you have selected will be shown on your certificate of insurance.
If you have selected Standard, Comprehensive, or Frequent Traveller plan, your policy does not automatically provide cover for Section 19: Rental Vehicle Insurance Excess. If you require cover under Section 19: Rental Vehicle Insurance Excess for these plans, you may select the appropriate amount of cover suitable for your needs from $5,000 or $10,000 by paying the additional premium and the nominated cover you have selected will be shown on your certificate of insurance. The Rental Vehicle Insurance Excess Pack must be applied for before you collect the rental vehicle from the rental company. You cannot purchase the Rental Vehicle Insurance Excess Pack individually.
You can purchase this option under the Comprehensive, Domestic, and Frequent Traveller plans. The Winter Sports Pack must be applied for at least 24 hours before participating in winter sports activities. You cannot purchase the Winter Sports Pack individually.
You must be aged 69 years and under at the time your policy is issued to purchase this option.
This policy does not automatically cover you for participating in winter sports activities. If you are participating in winter sports activities, you MUST select the Winter Sports Pack, pay the additional premium, and Winter Sports Pack is shown on your certificate of insurance. You will not have cover under this policy if you participate in winter sports activities and have not selected this cover.
The following sections in the table below are additional benefits included with the Winter Sports Pack. This table also shows the coverage limits for each section.
| Sections | Benefit | Amount |
WSP1 | Emergency Rescue | Unlimited |
WSP2 | Snow Pack | $750 |
WSP3 | Resort Closure* | $1,000 |
WSP4 | Winter Sports Equipment Cover* | $1,500 |
WSP5 | Winter Sports Equipment Hire* | $250 |
This additional option does not provide cover for claims under Section 6: Permanent Disability or Section 18: Personal Liability that arise from you participating in winter sports activities.
A double excess applies for all claims under Section 2: Overseas Emergency Medical & Hospital Expenses, Section 14: On Trip Cancellation Fees & Lost Deposits, and Section 15: Additional Accommodation & Travel Expenses if you purchase this option and your claim arises directly from you participating in winter sports activities. You cannot pay an pay additional premium to remove this excess.
This travel insurance is designed to provide cover for emergency medical events that are sudden and unforeseen. Medical conditions that exist at the time the policy is issued are not covered unless you have declared ALL such conditions to us, and we have agreed to cover them via written endorsement, and you have paid any additional premium.
‘Pre-existing medical condition’ means:
When you apply for a policy, we will ask you whether you have any pre-existing medical conditions. You will need to consider our definition and decide whether you do have any such conditions.
To add a pre-existing medical condition(s), you MUST let us know at the time you buy your policy and complete the medical assessment. We will ask you some questions about your health and then determine whether we can offer you cover and if so, on what terms.
Depending on your condition, we may decline to cover you, limit the amount of cover, exclude specific medical condition(s) and/or agree to provide cover for an additional premium.
You are not covered unless we have agreed to cover your condition via written endorsement, and you have paid any additional premium.
We will only pay for treatment that was not expected at the time we agreed to insure you.
If you are pregnant when you take out the policy or fall pregnant afterwards, you are covered under the policy for serious unexpected and new pregnancy complications that occur up until and inclusive of the end of the 24th week of a single pregnancy, or the end of the 19th week for a multiple pregnancy.
This means that you must have returned home from your journey by the end of the 24th week for single pregnancies (or the 19th week for multiple pregnancies). If you don’t and something happens after that period, you won’t be covered whatever the circumstances.
If you are pregnant when you take out the policy, you will need to tell us if you have had any competitions in relation to a previous or current pregnancy by declaring the conditions in our medical screening process. You will also need to tell us if you are going through any fertility treatment such as IVF.
We will then determine whether and to what extent we can cover you for any claims that arises from, is related to, or associated with your pregnancy. Depending on the circumstances, we may decline to cover you, limit your cover and/or agree to provide cover for an additional premium. If cover is limited in any way, this will be noted in writing to you. These conditions apply whether you fall pregnant naturally or with medical assistance (for example, through IVF).
You will not be covered for any claims that arise from, is related to, or associated with any past or current pregnancy complications if those medical conditions were not disclosed to us and noted in writing. This means that if you don’t tell us about current or past pregnancy complications at the time you buy your policy, or if you do tell us about them and we agree to cover them, but you choose not to have cover for them, then you won’t be covered for any claims that arise in relation to those pregnancy complications. You will also not be covered if you fail to disclose that you are undertaking fertility treatment.
In no circumstances we will pay any medical expenses for:
The earliest that your cover under the policy starts is when we issue you a certificate of insurance. This confirms the period for which you are insured.
Importantly:
If you need to return home during your journey (unless it is a claimable event), the cover provided by your policy will be suspended from the time you return to your home, until the time you leave your home to continue your journey.
If you are on a Frequent Traveller plan and need to return home during your journey, the cover provided by your policy for this journey will end when you return to your home and any subsequent travel will be treated as a new journey.
If you need to return home during your journey, any injury or illness you have been diagnosed or had symptoms for, have been prescribed medication, received or are waiting for medical treatment in New Zealand, received or are waiting for tests, investigations, or consultations before you resume your journey, will be considered a pre-existing medical condition and will not be covered in the remaining insurance period from the time you resume your journey.
We will not pay any cost in relation to your return to New Zealand and for your expenses to travel overseas to resume your journey.
Your cover may be extended automatically at no additional charge if your return is delayed by an event covered under the policy, until you are able to return to New Zealand by the quickest route.
Your policy automatically extends in the following circumstances.
If you decide to travel for longer than the original travel dates shown on your certificate of insurance, you can apply to extend your policy via our online policy manager.
You must apply for an extension before your policy expires (11:59 PM NZST).
If we agree to extend your journey end date and you pay the additional premium, we will issue you with a new certificate of insurance.
Conditions where an extension of cover may not be available:
Some words in this document have defined meanings. Where they appear:
Other words in this Policy Wording have a special meaning and appear in bold. When these words are used, they have the meaning set out in the following Definitions section.
When these words are used, they have the meaning set out below. The use of the singular shall also include the use of the plural and vice versa.
| term | description |
| Accidentally damaged | means an unexpected, unforeseeable, unintended, event causing damage. The accidental damage must occur while you are on your journey |
| Amateur | means any activity or sport engaged as a pastime rather than as a profession; whereby the participant has never accepted money for the time they spend training or competing |
| Appropriate supervision | means under the supervision of a person who possesses the necessary licensing, qualifications, and skills appropriate for the supervision of the activity being undertaken |
| Arise, Arises, Arising, or Arose | means directly or indirectly arising or in any way connected with |
| Backcountry | means any areas outside the boundaries of a ski resort |
| Bicycle | means any bicycle, push scooter, tandem, trailer cycle, or tricycle that is powered by a battery and/or human pedalling |
| Carrier | means an aircraft, train, tram, vehicle, vessel, or other public transport operated under a licence for the purpose of transporting passengers. This definition excludes taxis |
| Certificate of insurance | means the certificate of insurance that we issue to you when you purchase the policy and that forms part of your contract with us |
| Chronic | means a persistent and lasting condition. It may have a pattern of relapse and remission |
| Competition | means a contest or rivalry between two or more individuals, entities, or groups for award, prestige, or recognition |
| Competitions | means any secondary diagnosis occurring prior to, during the course of, concurrent with, or as a result of any medical condition including pregnancy |
| Concealed storage compartment | means a boot, concealed cargo area, enclosed centre console, glove box, or trunk of a hatchback, motorhome, sedan, station wagon, or van |
| Cruise | means a commercially operated boat or ship that is licensed to carry paying passengers for voyages of 2 nights or more in lakes, oceans, rivers, seas, or other bodies of water for the purpose of leisure. It does not include cargo ship or freighter |
| Departure point | means the airport, motor vehicle agency, port, station, or terminal from where you are scheduled to board your mode of transport or collect your rental vehicle to commence your travel |
| Dependant | means your children or grandchildren not in full-time employment who are under the age of 19 and travelling with you on the journey and are named on the certificate of insurance |
| Epidemic | means a fast-spreading contagious disease or illness that a recognised public health authority declares, defines, detects, or states, or otherwise classifies as an epidemic. Please refer to https://www.who.int/ and https://www.safetravel.govt.nz/ for further information on Epidemics and Pandemics |
| Excess | means the amount you must pay us towards the cost of any claim arising from any one event made under your policy. If we agree to pay your claim, we will either deduct the excess from the amount of the claim we pay to you or seek payment from you |
| Family | means you, your spouse or partner and your dependants who are named on the certificate of insurance |
| Full-time job | means full-time permanent employment in New Zealand of at least 30 hours per week |
| Heli-skiing | means downhill skiing or snowboarding from locations accessible by helicopter |
| Home | means Your permanent residential address and where you usually reside in New Zealand |
| Hospital | means an established hospital registered under any legislation that applies to it, that provides in-patient medical care |
| Hospitalisation or Hospitalised | means admitted to a hospital on the recommendation of a medical adviser. |
| Ill or Illness | means a medical condition, not being an injury, the symptoms of which first occur or manifest during your period of cover |
| Income | means the amount of money you earn from full-time employment, investments, or other business activities |
| Injure, Injured, or Injury | means bodily injury caused solely and directly by accidental, external, violent, and visible means which happens at a definite time and place during your period of cover and does not result from any disease or illness |
| Insurer | means HDI Global Specialty SE – New Zealand (FSP 774050) |
| Journey or Trip | means your journey from the time when you leave your home to go directly to the place you depart from on your travels and ends when you return to your home on or before the last day of cover shown on your certificate of insurance. Journeys that involve travel solely within New Zealand will only be covered when your destination is more than 200 kilometres from your home. There is a specific definition for journey or trip for Overseas Frequent Traveller, Domestic Frequent Traveller, and Already Overseas plans, please refer to the relevant section |
| Lose, Loss, or Lost | means the permanent loss of any luggage and personal effects, travel documents, or any other personal items owned by you which can no longer be found and is unable to be recovered |
| Luggage & Personal Effects | means any personal items owned by you that you take with you or buy on your journey, and which are designed to be worn or carried about with you. This includes items of clothing, medical aids, personal jewellery, personal laptops/tablets, photographic and video equipment, and portable equipment. However, it does not mean any bank notes, cash, cheques, currency notes, money orders, negotiable instruments, postal orders, bicycles, business samples or items that you intend to trade, drones, passports, transaction cards, or winter sports equipment |
| Medical aids | means a diverse range of devices, support mechanisms, and tools to assist individuals with medical needs. Examples of such aids used for your declared pre-existing medical conditions include but are not limited to CPAP machines, hearing aids, mobility scooters, walking aids, and wheelchairs |
| Medical adviser | means a qualified dentist or doctor of medicine, other than you or a relative, holding the necessary certifications in the country in which they are currently practicing |
| Moped or Scooter | means any two-wheeled or three-wheeled motor vehicle with an engine displacement of up to 125cc (cubic centimetres). It does not mean or include any dirt bikes |
| Motorcycle | means any two-wheeled or three-wheeled motor vehicle with an engine displacement greater than 125cc (cubic centimetres) It does not mean or include any dirt bikes |
| Natural teeth or tooth | means a healthy, live, and whole tooth that has not previously been filled, restored, or treated in any way. A natural tooth (or teeth) does not mean dentures or implants |
| New Zealand resident | means a New Zealand Citizen or a holder of a current and valid visa that allows you to stay in New Zealand for at least 12 months with access to long-term medical care in New Zealand or private health insurance that extends beyond the policy dates who:
|
| Off-piste | means areas within the boundaries of a ski resort that are not: groomed terrain; or marked slopes; or trails that are maintained, monitored, open, and patrolled by the ski resort
|
| Overseas | means in any country other than New Zealand |
| Pandemic | means a form of an epidemic occurring, or expected to occur worldwide, or over a wide geographical area, which may cross international boundaries and usually affect a large number of people. Please refer to https://www.who.int/ and https://www.safetravel.govt.nz/ for further information on Epidemics and Pandemics |
| Permanent disability | means: you have total loss of sight in one or both eyes, or the use of a hand or foot at, or above the wrist or ankle; and the loss is for at least 12 months; and in our opinion after consultation with an appropriate medical specialist, will continue indefinitely
|
| Policy | means your travel insurance policy with us and is made up of this Policy Wording, your certificate of insurance, and any other document we tell you form part of this policy |
| Pre-existing medical condition | means:
|
| Professional | means activities or sports in which participants receive payment for their performance |
| Racing | means a competition of speed, usually marked against time. This can be against others to see who is the fastest, or against one's own recorded time |
| Reasonable | means:
|
| Reciprocal health care agreement | means an agreement between the Government of New Zealand and the government of another country where New Zealand residents are provided with subsidised essential medical treatment. Please visit https://www.health.govt.nz/ for details of reciprocal health care agreements with New Zealand |
| Relative | means any of the following who is aged 84 or under; and who is a resident of New Zealand or Australia. A relative is limited to being yours or your travelling companions'. It means your or their spouse, de facto partner, husband, wife, partner, fiancé(e), parent, parent-in-law, stepparent, stepparent-in-law, sister, sister-in-law, brother, brother-in-law, son, son-in-law, daughter, daughter-in-law, stepchild, foster child, grandparent, grandchild, niece, nephew, aunt, uncle, or guardian only |
| Rental vehicle | means 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 that can be hired with a standard car drivers' licence from a commercial rental motor vehicle company. This does not include services such as peer to peer car sharing, dirt bikes, mopeds, motorcycles, or scooters |
| Totally lost | means the total physical loss or loss of use of hand or foot at or above the wrist or ankle. For an eye, it means the entire and irrecoverable loss of sight in that eye |
| Transaction card | means a credit card, debit card, or travel money card |
| Travelling companion | means a person with whom you have made arrangements to accompany you before your policy was issued, to travel with you for at least 75% of your journey |
| Unattended | means but is not limited to when an item is:
|
| Valuables | means binoculars, computers, earphones, furs, headphones, jewellery, medical aids, mobile phones, personal laptops/tablets, photographic and video equipment, portable equipment, telescopes, and watches (including smartwatches) |
| Winter sports activities | means the following amateur activities that do not involve any form of, acrobatics, aerial, freestyle, jumping, racing, or stunting:
|
| Winter sports equipment | means bindings, boots, goggles, helmets, ice skates, poles, skis, ski jackets, or snowboards |
| Zoom | means Zoom Travel Insurance, a registered Business Name of The Insurance Geeks Pty Ltd, ABN 35 612 507 785 (Insurance Geeks), a corporate appointed representative (AR 1249296) of Coffre-Fort Pty Ltd ABN 66 125 358 518, AFS Licence No. 472457 |
This part of the Policy Wording outlines what we will cover and what we will not cover under each policy section in the event of a claim. You must also check the General Exclusions applicable to all sections for other reasons why we will not pay.
You only have cover under a policy section if the Benefits Table shows that there is cover for the policy section under the plan you have selected.
The most we will pay for the total of all claims under each policy section is shown in the Benefits Table for the plan you have selected. Sub-limits may also apply to certain types of losses or claims.
Notwithstanding anything contained in this Policy Wording, we will not be deemed to provide cover, nor will we make any payment or provide any service or benefit to any person or party where providing such cover, payment, service, or benefit would contravene or violate any applicable trade or economic sanction or any law or regulation.
This cover applies to Medical Only, Standard, Comprehensive, Domestic, and Frequent Traveller plans. Our emergency assistance team are available 24/7 to help you if you need it.
When travelling, if you are unwell or in pain you can contact our assistance service, who are available to help 24 hours a day, 365 days a year.
If you are advised that you need a medical transfer or evacuation to New Zealand, you or a member of your travelling party MUST contact our assistance service as soon as possible and obtain their prior approval for any expenses. The decision to evacuate or repatriate you is ours, and we will not pay for any evacuation or repatriation expenses unless you have received our consent.
If you do not contact our assistance service or follow their guidance, we will not pay any expenses that would have been avoided or minimised if you had followed their guidance.
We will pay for our assistance service to provide the following services if you injure yourself or become ill while overseas:
You will not be covered if you elect to receive private medical treatment where public funded services or treatment is readily available, including medical or hospital treatment under a reciprocal health care agreement between the government of New Zealand and the government at your destination. The list of countries that New Zealand has a reciprocal health care agreements with can be found at https://www.safetravel.govt.nz/
If you do not get the medical treatment you expect, although our assistance service can assist you, neither we nor our assistance service will be liable for anything that results from that treatment.
We will not pay for:
This cover only applies to Medical Only, Standard, Comprehensive, and Frequent Traveller plans.
We will pay or reimburse:
We will not pay or reimburse for expenses:
This cover only applies to Medical Only, Standard, Comprehensive, and Frequent Traveller plans.
We will pay or reimburse the cost of emergency dental treatment up to the maximum payable benefit for dental costs incurred which the treating dentist certifies in writing is for the relief of sudden and acute pain to sound and natural teeth.
We will not pay or reimburse for expenses:
This cover only applies to Standard, Comprehensive, and Frequent Traveller plans.
We will pay you if you are hospitalised for a continuous period of more than 48 hours while you are overseas, $50 for each full 24-hour period that the hospitalisation continues beyond the initial 48 hours.
We will not pay:
This cover only applies to Medical Only, Standard, Comprehensive, and Frequent Traveller plans.
If you die as a result of an injury or illness during your journey, we will pay or reimburse the reasonable cost of:
This cover only applies to Comprehensive plan.
We will pay the permanent disability benefit shown in the Benefits Table if:
We will not pay:
You must check the General Exclusions which apply to all sections for other reasons why we will not pay.
This cover only applies to Comprehensive plan.
We will pay you $400 per week up to 26 continuous weeks if:
We will not pay for:
This cover only applies to Standard, Comprehensive, and Frequent Traveller plans.
We will reimburse:
We will not reimburse:
This cover only applies to Comprehensive plan.
You MUST report the theft as soon as possible after you become aware of the loss, to the police or an officer of the carrier (or other appropriate authority) on which you were travelling when the theft occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
The maximum amount we will pay for any item (i.e. the item limit) is:
| First lost / stolen / damaged item#* | Maximum amount payable for the first item#* | Maximum amount payable for subsequent lost / stolen / damaged items within the same category#* |
Category 1: Computers, personal laptops, photographic and video equipment | $3,000 | $750 |
Category 2: Mobile phones and tablets | $1,000 | $750 |
Category 3: Jewellery | $750 | $250 |
All other items | $750 | $750 |
Pairs or related sets of items are considered as only one item and the appropriate single item limit will be applied. For example, this applies, but is not limited to:
You MUST report the theft as soon as possible after you become aware of the loss, to the police or an officer of the carrier (or other appropriate authority) on which you were travelling when the theft occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
We will not pay:
This cover only applies to Comprehensive plan.
We will reimburse you:
You must provide us with written confirmation from the carrier who was responsible for your Luggage & Personal Effects that they were delayed, misdirected, or misplaced along with the receipts for the essential items you purchased.
We will deduct any amount we pay you under this section from any claim for lost Luggage & Personal Effects under Section 10: Luggage & Personal Effects.
We will not reimburse if:
you are entitled to compensation by the carrier you were travelling on where the Luggage & Personal Effects are delayed, misdirected, or misplaced. We will only pay the difference between the amount of your loss and what you were reimbursed, up to the limit of your cover if you are not reimbursed the full amount of your claim with the carrier.
your checked-in Luggage & Personal Effects are delayed, misdirected, or misplaced on the final return leg of your trip home.
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will reimburse cancellation fees and lost deposits including travel agent's cancellation fee for your unused travel and accommodation arrangements for which you have paid in advance, associated with those named on your certificate of insurance only, that you cannot recover in any other way if:
Wherever claims are made by you under this section and/or Section 13: Pre-Departure Amendments to Journey for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover only applies to Comprehensive and Domestic plans.
We will reimburse:
Wherever claims are made by you under this section and/or Section 12: Pre-Departure Cancellation Fees & Lost Deposits for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will reimburse cancellation fees and lost deposits including travel agent's cancellation fee for your unused travel and accommodation arrangements for which you have paid in advance, associated with those named on your certificate of insurance only, that you cannot recover in any other way if:
Wherever claims are made by you under this section and/or Section 15: Additional Accommodation & Travel Expenses, Section 16: Travel Delay Expenses, or Section 17: Special Event Transport Expenses for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will reimburse:
| Plan Type | You have not been hospitalised | You have been hospitalised |
Medical Only | ||
Standard | $5,000 per adult | $10,000 per adult |
Comprehensive | $5,000 per adult | $10,000 per adult |
Domestic | $2,000 per adult | $2,000 per adult |
Frequent Traveller | $5,000 per adult | $10,000 per adult |
Wherever claims are made by you under this section and/or Section 14: On Trip Cancellation Fees & Lost Deposits for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will reimburse:
We will not reimburse if:
This cover only applies to Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will reimburse:
We will not reimburse if:
This cover only applies to Comprehensive and Domestic plans.
We will reimburse up to $200 for reasonable additional meal and accommodation expenses if your pre-paid scheduled transport is cancelled, delayed, or rescheduled for a reason outside of your control, your journey has commenced, and you are delayed for at least 6 hours; and up to $200 for each full 24-hour period that the disruption continues beyond the initial 6-hour delay.
Wherever claims are made by you under this section and/or Section 14: On Trip Cancellation Fees & Lost Deposits for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover only applies to Comprehensive plan.
We will reimburse your reasonable additional travel expenses if, after your journey has commenced, your scheduled overseas transport is cancelled, delayed, diverted, or shortened, causing you to miss a wedding, funeral, prepaid conference, concert, music festival, sporting event, or a tour lasting more than two consecutive nights.
Wherever claims are made by you under this section and/or Section 14: On Trip Cancellation Fees & Lost Deposits for cancelled services/facilities or alternative arrangements for the same or similar services/facilities, we will only pay for the higher of the two amounts, not both.
We will not reimburse if:
This cover applies to Medical Only, Standard, Comprehensive, Domestic, and Frequent Traveller plans.
We will not pay for any amount you become legally liable to pay if the claim arises from, is related to, or associated with:
This cover only applies to Domestic plan or if you have purchased the optional Rental Vehicle Insurance Excess under Standard, Comprehensive, or Frequent Traveller plans. This will be shown on your certificate of insurance.
Cover is only provided under this benefit if your rental vehicle agreement specifies an excess, deductible, or damage liability fee that is payable in the event the rental vehicle is damaged or stolen while in your custody.
This section does not cover items such as, but not limited to, tyres and/or windscreens, roof, and underbody if they are not covered by the protection provided by the rental company under the rental vehicle agreement to which the excess, deductible, or damage liability fees applies.
We will reimburse if:
The maximum amount we will pay for all claims combined under this section is variable depending upon the excess amount you selected. This will be shown on your certificate of insurance. The amount applies to the total of all claims combined, regardless of the number of persons the claims relate to.
We will not reimburse a claim involving the theft or damage to your rental vehicle if your claim arises from you operating or using the rental vehicle:
This cover only applies if you have purchased the Cruise Pack which is an option available for Standard, Comprehensive, Domestic, and Frequent Traveller plans. This benefit is for medical treatment provided while onboard a cruise, even if the cruise is within New Zealand waters.
We will pay or reimburse:
We will not pay or reimburse for expenses:
This cover only applies if you have purchased the Winter Sports Pack which is an option available for Comprehensive, Domestic, and Frequent Traveller plans.
We will pay for our assistance service, to arrange medical transfer or evacuation if you suffer an injury while participating in winter sports activities and you need to be transported to the nearest hospital for emergency medical treatment.
We will not pay for:
This cover only applies if you have purchased the Winter Sports Pack which is an option available for Comprehensive, Domestic, and Frequent Traveller plans.
Any amount we will pay will be calculated based on the unused days left on your lift passes, ski hire, ski passes, ski school, or tuition fees, its expiry date, and its original value.
We will not pay for:
This cover only applies if you have purchased the Winter Sports Pack which is an option available for Comprehensive, Domestic, and Frequent Traveller plans.
We will pay if all lift systems are closed for more than 24 hours as a result of not enough snow, bad weather or power failure in your pre-booked holiday resort, up to $100 for the cost of either transport to the nearest resort or additional ski passes for each full 24-hour period beyond the initial 24 hours.
We will not pay for:
This cover only applies if you have purchased the Winter Sports Pack which is an option available for Comprehensive, Domestic, and Frequent Traveller plans.
We will pay the repair cost or value of any winter sports equipment which are stolen, accidentally damaged, or are permanently lost during your journey. When calculating the amount payable we will apply depreciation due to age, wear, and tear. The amount of such depreciation will be determined by us. The depreciation rate table we use as a guide can be found on our website. The maximum amount we will pay will be the lesser of:
You MUST report the theft as soon as possible after you become aware of the loss, to the police or an officer of the carrier (or other appropriate authority) on which you were travelling when the theft occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
We will not pay:
This cover only applies if you have purchased the Winter Sports Pack which is an option available for Comprehensive, Domestic, and Frequent Traveller plans.
We will not reimburse if:
This cover only applies if you have purchased the Bicycle Pack which is an option available for Comprehensive, Frequent Traveller, and Domestic plans.
Cover for any loss, theft, or damage to a bicycle is subject to the following during travel or transport when you travel by:
Where a claim is for the theft of a bicycle, evidence of the broken securing device as well as a police report will be required.
Where a claim is for the theft of a bicycle, evidence of the broken securing device as well as a police report will be required.
We will pay you if:
You MUST report the theft as soon as possible after you become aware of the loss, to the police or an officer of the carrier (or other appropriate authority) on which you were travelling when the theft occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
We will not pay:
To the extent permitted by law, we will not pay under any circumstances if your claim arises from, is related to, or associated with:
Losses that are not directly associated with the incident that caused you to make a claim under the policy and your claim is for consequential loss of any kind including loss of enjoyment.
You or your travelling companion changing plans.
Errors, omissions in any booking arrangements, or failure to obtain the relevant visa, passport, or travel documents.
Any cost which you would have been expected to pay, had the reason for the claim not occurred (e.g. cost of food which you ordinarily would have paid for).
The financial collapse of any accommodation, tour, or transport provider, booking agent, or travel agency.
Death or hospitalisation of any person who is not listed in your certificate of insurance and is aged 85 years or over, regardless of the country in which they may live.
An actual or likely epidemic or pandemic or outbreak of a contagious disease or any derivative or mutation of such viruses, except for the cover which is in place for Coronavirus related claims (meaning COVID-19 or SARS-COV-2 or any mutation or variation of these). Refer to https://www.who.int/ and https://www.safetravel.govt.nz/ for further information on epidemics and pandemics.
Travelling to, planning to travel to, or choosing to remain in a country, region, or part of a country for which:
The circumstances to which this exclusion applies, include but are not limited to civil protest or unrest, contagious disease (including an Epidemic or Pandemic), riot, strike, or weather event.
Travel booked or undertaken against the advice of any medical adviser.
Cost of medication in use, management, or routine treatment of your approved medical condition(s) which you were on prior to the journey (e.g., blood tests and prescription renewals).
Receiving private hospital or medical treatment where public funded services, or care is available in New Zealand or under any reciprocal health care agreement between the government of New Zealand and the government of any other country unless we or our assistance service agreed in advance to the private treatment.
Any sports or recreational activities not listed in the automatically included sports and activities list, except when you have selected the Adventure & Sports Pack, paid the additional premium for adventure cover and have it shown on your certificate of insurance in order to be covered for all the benefits of the relevant plan.
A cruise unless you purchased the Cruise Pack. You must have selected the Cruise Pack, paid the additional premium for cruise cover, and have it shown on your certificate of insurance in order to be covered for all the benefits of the relevant plan.
Winter sports activities unless you purchased the Winter Sports Pack. You must have selected the Winter Sports Pack, paid the additional premium for winter sports cover, and have it shown on your certificate of insurance in order to be covered for all the benefits of the relevant plan.
The following conditions apply to all sections.
If any loss, damage, or liability covered under this policy is covered by other insurance, you must give us details. If you are paid the full amount of your claim under one policy, you cannot make a claim under another policy.
If you are not paid the full amount of your claim under another policy, we will make up the difference provided your claim is covered by the policy. We may seek contribution from the other Insurer. If we do, you must give us any information or assistance we reasonably need to do so.
If you are aware of any third party that may be liable for your loss or damage, you must tell us about them.
We are entitled to and may (at our discretion), seek to recover compensation or secure indemnity from any party in respect of anything covered by this policy. You are to assist and permit to be done, all acts and things as required by us for the purpose of recovering compensation or securing indemnity from other parties to which we may become entitled or subrogated upon us paying your claim under this policy, regardless of whether we have yet paid your claim, and whether or not the amount we pay you is less than full compensation for your loss. These rights exist regardless of whether your claim is paid under a non- indemnity or an indemnity clause of this policy.
We will apply any money we recover from someone else under a right of subrogation in the following order:
If we have paid your total loss and you receive a payment from someone else for that loss or damage, you must pay us the amount of that payment up to the amount of the claim we paid you.
If we pay you for lost or damaged property and you later recover the property or it is replaced by a third party, you must pay us the amount of the claim we paid you.
If you are entitled to claim an input tax credit in respect of your premium, you must inform us of the amount of that input tax credit (as a percentage) at the time you first make a claim. If you fail to do so, you may incur liability for GST when we pay your claim.
If you are entitled to claim an input tax credit in respect of a cost for which a claim is made, or would be entitled to an input tax credit if you were to incur the relevant cost (i.e. replacing a lost or stolen item), the amount we would otherwise pay will be reduced by the amount of that input tax credit.
This policy is governed by and construed in accordance with the laws of New Zealand. If you purchase the policy, you agree to submit to the exclusive jurisdiction of the Courts of New Zealand. You agree that it is your intention that this Jurisdiction and Choice of Law clause applies.
If you make or try to make a claim that is not true, correct, did not occur, is misleading or exaggerated or uses any fraudulent means, we will not pay your claim.
Your cover under this policy will be voided (without any return of the amount you have paid). We may report you to the appropriate authorities and you may be prosecuted.
Insurance fraud places additional costs on honest policyholders. Fraudulent claims force insurance premiums to rise and we encourage the community to assist in the prevention of insurance fraud. Please contact us via email [email protected] should you wish to report suspicion of fraud.
All information will be treated with full confidentiality and protected in line with our privacy policy and to the full extent of the law.
This part of the Policy Wording explains what you need to do if you need to make a claim.
If an event occurs which you think might be covered by the policy, you may need to take some action right away.
If you are overseas and need emergency assistance, contact us immediately. Our helpful assistance service will be there 24 hours a day, 7 days a week to assist you. Emergency contact details can be found on our website and on the Emergency Assistance page.
You must give us any information we reasonably ask to support your claim at your expense, such as but not limited to:
You will need to show evidence of all expenses that you are claiming. If required, we may ask you to provide us with translations into English of any such documents to enable us to consider your claim.
You may also be required to take part in an investigative interview to help substantiate a legitimate claim.
If you do not provide evidence of your claim or do not cooperate during the claims process, we may not be able to process your claim or pay you.
You must give us notice of your claim as soon as possible by completing the claim form available here or by notifying us by email at [email protected]
When submitting your claim, make sure you provide us with the full information and any supporting documents.
If you delay submitting your claim or provide us with insufficient information and we are disadvantaged as a result, we may reduce the amount we pay in settlement of your claim.
If you need to make a claim, we will assess your claim within 10 business days of receiving it, provided we have all the necessary information and documentation. If we need additional information, we will let you know within 10 business days and provide an initial estimate of the timeframe and process for making a decision.
Once our assessment is complete, we will decide whether to accept or deny your claim. If it is denied, we will let you know in writing and give you our reasons.
If your claim is accepted, we will pay the amount due to you in New Zealand dollars. We will pay this to you unless you ask us to pay someone else. Payment will be made by direct credit to a New Zealand bank account nominated by you.
Importantly:
This Financial Services Guide (FSG) describes the financial services provided by Zoom and is designed to assist you in deciding whether to use these services. It contains information about the types of financial services Zoom can offer you, how Zoom and others are remunerated in relation to those services, any potential conflict of interest Zoom may have, Zoom's internal and external dispute resolution procedures and how you can access them, arrangements Zoom has in place to compensate clients for losses, and how we manage complaints.
Your policy is underwritten by HDI Global Specialty SE - New Zealand (the Insurer).
The insurer has appointed Coffre-Fort Pty Ltd ABN 66 125 358 518, AFS License No. 472457 (in Australia) to issue, vary, renew, or cancel policies and to handle and settle claims on the insurer’s behalf. Insurance Geeks Pty Ltd ABN 35 612 507 785 (in Australia) is an Appointed Representative of Coffre-Fort Pty Ltd to deal in general insurance products and provide General Advice on Travel insurance products. Zoom Travel Insurance is a registered business name of Insurance Geeks Pty Ltd.
Insurance Geeks Pty Ltd is registered at Level 21, 68 Pitt Street, Sydney NSW 2000, Australia. Zoom deals with you directly as a travel insurance brand of appointed representative Insurance Geeks Pty Ltd.
Insurance Geeks Pty Ltd and Zoom are responsible for the financial services provided to you and is also responsible for the content and distribution of the FSG.
Insurance Geeks Pty Ltd and Zoom act as an agent of the insurer and not as your agent.
Coffre-Fort has professional indemnity insurance covering errors and mistakes made in relation to our insurance services. This insurance covers the services provided by Coffre-Fort, it’s Appointed Representatives, current employees and representatives after they cease working for us provided claims are made when they arise and during the relevant policy period.
Zoom and the insurer comply with The Fair Insurance Code (Code). The Code sets minimum standards that we will uphold in relation to this insurance and the services we provide. Further information about the Code is available at https://www.icnz.org.nz/individuals/about-the-code/ and on request.
We treat complaints seriously.
If you have a concern about this policy or the insurance services we provide, please let us know.
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team.
You can lodge a complaint with them online here.
We will acknowledge your complaint as soon as practical via written correspondence and we will endeavour to resolve your complaint within 10 business days. If more time is needed to collect necessary information or finalise our review, we will provide you with regular updates where applicable.
If you are unable to lodge a complaint online or would like to speak to a complaints officer over the phone, you can contact us on +64 9 887 9428 and we will arrange for someone to return your call as soon as possible.
If we are unable to resolve your complaint to your satisfaction within 10 business days, you may contact our insurer, HDI Global Specialty SE - New Zealand.
Email: [email protected]
Mail to principal place of business:
HDI Global Specialty SE
Level 19, 20 Martin Place, Sydney NSW 2000
If your complaint remains unresolved after this process or you have not received a written response within 60 calendar days of submitting your complaint, you can refer the matter to the Insurance & Financial Services Ombudsman (IFSO).
You can contact IFSO online at https://www.ifso.nz/ or
Email: [email protected]
Telephone: 0800 888 202
Mail to principal place of business:
Insurance & Financial Services Ombudsman
PO BOX 10-845 Wellington, 6145, New Zealand
Zoom and the Insurer are committed to ensuring the privacy and the security of your personal information. We use the information you provide to assess the risk of, provide you with insurance cover, and assess and manage claims.
We may also use your contact details to send you information and offers about products and services we believe will be of interest to you. If you don't provide us with full information, we may not be able to provide insurance or assess a claim.
If you provide us with information about someone else, you must obtain their consent to do so.
When issuing and administering your insurance, Zoom will provide your information to the Insurer. This may include your medical information if you have made a medical-related claim. Your information may also be provided to contracted third party service providers (e.g. emergency assistance and claims management companies), but reasonable steps will be taken to ensure that they comply with privacy legislation.
Zoom has a privacy policy containing information about how you can access or correct the information we hold about you or make a privacy related complaint. You can access our privacy policy online here.
In providing your personal information, you consent to its collection and use as outlined above.
To arrange and manage your insurance and provide you with our services, We (in this Privacy Notice “We”, “Our” and “Us” means HDI Global Specialty New Zealand, Level 19, 20 Martin Place, Sydney, NSW 2000, Australia, and our agents) collect, store, use and disclose your personal information including sensitive information. We usually collect it directly from you but also from others (including those authorised by you such as your family members, travelling companions, your doctors, hospitals, and other persons whom We consider necessary including our agents).
We are the “data controller” and are responsible for ensuring your personal information is used and protected in accordance with applicable New Zealand laws and regulations. Personal information We collect includes, for example, your name, address, date of birth, phone number, email address, medical information, passport details, bank account details, as well as other information We collect when you visit our website such as your IP address and online preferences. Any personal information provided to us is used by us and our agents to evaluate and arrange your insurance. We also use it to administer and provide the insurance services and manage your and our rights and obligations in relation to the insurance services, including managing, processing, investigating claims and screening to comply with economic sanctions obligations. We may also collect, use, and disclose it for product development, marketing (where permitted by law or with your consent), customer data analytics, research, IT systems maintenance and development, recovery against third parties, fraud investigations and for other purposes with your consent or where authorised by law. We do not use sensitive information for marketing purposes or provide that information to any third parties for marketing.
You authorise Us to disclose your personal information to recipients including third parties (some of whom are data processors) in New Zealand and overseas involved in the above processes, such as travel consultants, travel insurance providers and intermediaries, agents, distributors, reinsurers, claims handlers and investigators, cost containment providers, medical and health service providers, overseas data storage (including “cloud storage”) and data handling providers, transportation providers, legal and other professional advisers, your agents, broker and travelling companions, your travel group leader if you travel in a group, your employer if you have a corporate travel policy, your bank if you have bank credit card insurance, the Insurance Claims Register and our related and group companies.
In addition, you authorise us to disclose your personal information to Zoom to use in accordance with its privacy policy available here.
Some of these third parties may be located in other countries including in Australia, Europe, Asia, Canada, or the USA. We will use reasonable endeavours to ensure people We disclose your personal information to outside New Zealand are required to protect it in a way that provides comparable safeguards to those set out under New Zealand privacy law, such as via contractual data protection obligations, our group binding corporate rules or because they are subject to laws of another country with comparable protections. However, you acknowledge that sometimes overseas recipients of your personal information may not be required to protect it in a way that provides comparable safeguards to those provided under the New Zealand privacy law.
The collection of information is required pursuant to the common law duty to disclose all material facts relevant to the insurance sought by you and is mandatory. If you do not agree with the matters set out in our privacy notice or will not provide us with personal information, We may not be able to provide you with our services or products, process your application, issue you with a policy or process your claims. We will not retain your personal data for longer than is necessary for the purposes for which it may be lawfully used.
You can:
You may in some circumstances restrict the processing of your personal data, and request that it be deleted. Where your personal information is used or processed with your specific consent as the sole basis for processing (rather than on a contractual basis or legitimate interest), you may withdraw your consent at any time. In cases where We cannot comply with your request concerning your personal information, We will give you reasons why. You may not access or correct personal information of others unless you have been authorised by their express consent or are otherwise permitted by law. When you provide personal information to us about other individuals, We rely on you to have first obtained each of those individuals’ consent, and have made them aware of the matters set out in this Privacy Notice.
If you have a request or complaint concerning your personal information or about our privacy policy, please contact: Privacy Officer, HDI Global Specialty SE – New Zealand Level 19, 20 Martin Place Sydney, NSW 2000, Australia or email us at [email protected]
You can also contact the Privacy Commissioner at the Office of the Privacy Commissioner, P.O. Box 10-094, The Terrace, Wellington 6143 if you have a complaint. For more information about our corporate privacy policy and handling of personal information, including further details about access, correction, and complaints, please visit our website at https://www.hdi.global/en-nz/legal/privacy/ and click on the Privacy Policy link.
Effective date: 19 December 2024