Complaints

Making a Complaint

We treat complaints seriously and want to resolve them as fast as we can.

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.

Step 1

Any enquiry or complaint relating to a Fast Cover Travel Insurance policy or claim should be addressed to us in the first instance. In most cases, we'll be able to resolve your concerns.

Fast Cover Travel Insurance
Email: info@fastcover.com.au
Phone: 1300 409 322
Mail: PO Box R1384, Royal Exchange NSW 1225

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

Step 2

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.  Lloyd’s contact details are:

Lloyd’s Australia Limited
Phone: 02 8298 0783
Email: idraustralia@lloyds.com
Post: Suite 1603, Level 16, 1 Macquarie Place, Sydney NSW 2000

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply. 

Step 3

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time.  AFCA can be contacted as follows:

If your complaint remains unresolved after this process or you haven’t received a written response within 30 calendar days, your complaint may be reviewed by the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)
Email: info@afca.org.au
Phone: 1800 921 678
Website: www.afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

The Underwriters accepting this Insurance agree that:

1. if a dispute arises under this Insurance, this Insurance will be subject to Australian law and practice and the Underwriters will submit to the jurisdiction of any competent Court in the Commonwealth of Australia;
2. any summons notice or process to be served upon the Underwriters may be served upon:
   
   Lloyd’s Underwriters’ General Representative in Australia
   Suite 1603
   Level 16
   1 Macquarie Place
   Sydney NSW 2000
   
   who has authority to accept service on the Underwriters’ behalf;
3. if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.