Claims Questions Answered | Fast Cover

Claims FAQs

  1. Can I still claim for the cost of an airline ticket if I can't take the trip and the ticket was paid for by someone else such as a relative as a gift?

    Yes, as long as both the Policy and airline ticket is in your name and the reason for your claim is covered under the policy.

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  2. Can I make a claim online?

    Yes, visit our claims page to make a claim online.

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  3. How can I make a claim?

    You can make a claim: 1) Claim online, or 2) Phone 1300 725 154, or 3) Download a Claim Form Visit our claims page for more information.

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  4. If I buy a travel insurance policy after a Natural Disaster has occured in the country that I plan to visit, am I covered?

    No, as the Natural Disaster was a 'known' event at the time that you purchased the policy. You are NOT covered for Delays, Cancellations or other claims arising from or related to the Natural Disaster.

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  5. Can I claim for something and also change the dates for my trip?

    No, you CANNOT do both. Under your policy, if you make a claim, you CANNOT change the period of cover (your travel dates). If you need a longer period of cover, you can apply for an extension of the period of cover.

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  6. How is Depreciation on items applied?

    Depreciation is applied based on the age and wear and tear of the item. The amount of depreciation will be determined by us. Depreciation is NOT applied to duty free goods purchased prior to your departure or items purchased during your journey.

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  7. Is Depreciation applied on the Specified Items I have bought Extra Cover for?

    No, Depreciation is NOT applied on Specified Items that you have bought Extra Cover for. For example, if you buy an additional $500 worth of cover for a Specified Item, the item would be covered for $1250 ($750 as per the policy plus the extra $500). If you lose the item and make a claim for it, provided the circumstances of the loss are within what is coverd under the policy then, you would get the full $1250 back.

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  8. How is the value of purchased second hand items determined?

    The value would be determined by finding out the current market value of the item. For example, the current sale price on Gumtree or eBay.

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  9. Where do I send my claim form and/or paperwork?

    You can make a claim:
    1) Online at our claims page, or
    2) By posting the claim form to: Fast Cover Travel Claims Department PO Box 162 Toowong QLD 4066

    For more information on how to do this, go to: Claims page.

    Alternatively the Claims department can be reached on 1300 725 154 from Australia.

    If you are still overseas, dial reverse charge ('collect') via the local operator on +61 7 3305 7499.

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  10. How long do claims take to be processed?

    We will consider your claim within 10 business days of receiving a completed claim form and all necessary documentation. If we need additional information, a written notification will be sent to you within 10 business days.

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  11. What are the operating hours of the Claims Department and when is the best time to call?

    The Claims hotline is open from 8am - 6pm AEST (Brisbane) Monday - Friday. The busiest time (time to avoid calling) is between 12pm and 2pm. The best times to call are 8am - 9am and 5pm - 6pm. For less urgent enquiries, you can also email travelclaims@allianz-assistance.com.au.

     

    You can also lodge claims online at www.travelclaims.com.au. The Claims team do their best to answer calls in a timely manner, however in the event of a major event or disaster, there may be lengthy delays.

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  12. What happens after I submit my claim?

    We will consider your claim within 10 business days of receiving the completed claim form and all necessary documentation. If we need additional information, a written notification will be sent to you within 10 business days.

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  13. Can the witness who signs my Claim form be a family member?

    Yes. The witness can be anyone over the age of 18.

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  14. I need to make a claim, what do I do?

    In the event of a claim immediate notice should be given to Allianz Global Assistance (contact details can also be found on the back cover of the PDS).

    How to make a claim:

    You can:

    • Submit your claim online, or
    • Download a claim form

    Complete and email to claims@fastcover.com.au or fax to (07) 3305 7016 or post to: Fast Cover Travel Claims PO Box 162 Toowong QLD 4066 or

    • Call 1300 409 322

    The Claims Team will assist you through the fast and simple claims process.

    You must give us notice of your claim as soon as possible by completing a claim form (available from fastcover.com.au/claims), and posting it to the address shown on the claim form or by submitting an online claim.

    If the claim form is not fully completed by you, we cannot consider your claim and we can reduce your claim by the amount of prejudice we have suffered because of the delay.

    You must:

    • give us any information we reasonably ask for to support your claim at your expense, such as, but not limited to, police reports, valuations, medical reports, original receipts or proof of ownership. If required, we may ask you to provide us with translations into English of such documents to enable us to carry out our assessment of your claim
    • co-operate with us at all times in relation to the provision of supporting evidence and such other information as we may reasonably require
    • for medical, hospital or dental claims - contact Allianz Global Assistance as soon as possible
    • for loss or theft of your luggage and personal effects - report it immediately to the police and obtain a written notice of your report
    • for damage or misplacement of your luggage and personal effects caused by the airline or any other operator or accommodation provider - report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make
    • submit full details of any claim in writing within 30 days of your return. PLEASE NOTE: For claims purposes, evidence of the value of the property insured or the amount of any loss must be kept.

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  15. What currency will my claim be paid in?

    We will pay all claims in Australian dollars. We will pay you unless you tell us to pay someone else. The rate of currency exchange that will apply is the rate at the time you incurred the expense.

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  16. I need to put in a claim - what if I am at fault?

    In relation to any claim under the policy, you must not admit that you are at fault and you must not offer or promise to pay any money or become involved in litigation without our approval.

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  17. Can I still claim if I've left my luggage and personal effects unsupervised in a public place?

    You must take all reasonable precautions to safeguard your luggage and personal effects. If you leave your luggage and personal effects unsupervised in a public place, then we will not pay your claim. For an explanation of what we mean by 'luggage and personal effects', 'Unsupervised' and 'Public Place', see pages 5 to 7 of the PDS for more detail.

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  18. Will depreciation be applied to my lost or damaged items?

    Depreciation will be applied to claims for luggage and personal effects at such rates as reasonably determined by us.

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  19. After I put a claim in, will I need to do anything else?

    If we have a claim against someone in relation to the money we have to pay under the policy, you must do everything you can to help us do that in legal proceedings. If you are aware of any third party that you or we may recover money from, you must inform us of such third party.

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  20. What happens if I can claim from someone else?

    If you can claim from anyone else, we will only make up the difference. If you can make a claim against someone in relation to a loss or expense covered under the policy and you do not get paid the full amount of your claim, we will make up the difference. You must claim from them first.

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  21. What should I do if I am also covered by another insurance company?

    If any loss, damage or liability covered under our policy is covered by another insurance policy, you must give us details. If you make a claim under one insurance policy and you are paid the full amount of your claim, you cannot make a claim under the other policy. If you make a claim under another insurance policy and you are not paid the full amount of your claim, we will make up the difference. We may seek contribution from your other insurer. You must give us any information we reasonably ask for to help us make a claim from your other insurer.

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  22. What does 'Subrogation' in the PDS mean?

    We may at our discretion, undertake in your name and on your behalf, control and settlement of proceedings for our own benefit, to recover compensation or secure indemnity from any party in respect of anything covered by the 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 the 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 the policy.

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  23. What happens to any money recovered under subrogation?

    We will apply any money we recover from someone else under a right of subrogation in the following order:

    1) To us, our administration and legal costs arising from the recovery

    2) To us, an amount equal to the amount that we paid to you under the policy

    3) To you, your uninsured loss (less your excess)

    4) To you, your excess

    Once we pay your total loss we will keep all money left over. 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.

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1300 409 322

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