Your 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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  2. Can I make a claim online?

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

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  3. How can I make a claim?

    You can make a claim:
    1) Online at fastcover.com.au/claims, or

    2) Sending your claim to claims-fch@fastcover.com.au

    3) Posting your claims form to:

    Fast Cover Claims
    Locked Bag 2010
    St Leonards NSW 1590

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

    The Claims department can be reached on 1300 409 322 from Australia or if you are still overseas, dial +61 2 8215 7239 and are open from 9am to 5pm (AEST) Monday to Friday.  

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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. An additional fee may apply.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

    No, Depreciation is NOT applied on Specified High Value Items that you have bought Extra Cover for. For example, if you buy an additional $500 worth of cover for a Specified High Value 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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

    Second hand items are treated as per your usual personal items.

    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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

    You can make a claim:
    1) Online at fastcover.com.au/claims, or

    2) Sending your claim to claims-fch@fastcover.com.au

    3) Posting your claims form to:

    Fast Cover Claims
    Locked Bag 2010
    St Leonards NSW 1590

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

    Alternatively the Claims department can be reached on 1300 409 322 from Australia.

    If you are still overseas, dial +61 2 8215 7239.

    The claims department will be open from 9am to 5pm (AEST) Monday to Friday.  

     

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

    The Claims hotline is open from 9am to 5pm Sydney time Monday to Friday.

    You can also lodge claims online at fastcover.com.au/claims.

    The Claims team can be contacted on 1300 409 322 or dial +61 2 8215 7239 if you are still overseas.

    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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

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

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  13. 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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

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

    In the event of a claim notice should be given to the Claims team as soon as you are able.

    How to make a claim:

    You can make a claim:
    1) Online at fastcover.com.au/claims, or

    2) Sending your claim to claims-fch@fastcover.com.au

    3) Posting your claims form to:

    Fast Cover Claims
    Locked Bag 2010
    St Leonards NSW 1590

    For more information on how to do this, go to our Claims page or call 1300 409 322 or dial +61 2 8215 7239 is you are still overseas.

    The claims department will be open from 9am to 5pm (AEST) Monday to Friday and will assist you through the fast and simple claims process.

    What you need to do when making a claim

    For medical, hospital or dental claims

    Contact us as soon as possible so that we may assist your care and pre-approve expenses.

    For other claims

    You must notify us and submit full details in writing within 30 days of your return.

    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 within 24 hours of discovering the loss and obtain a written report, including any offer of settlement that they may make. For all liability claims

    Do not admit fault or liability or offer or promise to pay any money, or become involved in litigation, without our approval.

    For all claims

    You must give us any information, at your expense, that we reasonably ask for to support your claim.

    Information such as but not limited to police reports, valuations, medical reports, original receipts or evidence of ownership will be required. You must do this within the timeframes requested. We may ask you to provide us with translations into English, if required, of such documents to enable us to carry out our assessment of your claim. We are under no obligation to pay claims without proof of ownership and proof of event.

    You must agree to have a blood alcohol and/or breath analysis where local laws permit, where it is necessary for us to assess your claim.

    We choose how we settle claims. It is the decision of our claims department to repair or replace damaged / lost / stolen items or cash settle the claim, whichever is the lesser. We will repair or depreciate depending on the age and condition of the item or replace with the equivalent in today’s market based on the original items specifications.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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 fault or liability for the claim, or incur any legal costs without our prior written approval.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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 the 'Words With Special Meanings' section of the PDS for more detail.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  22. What does 'Assistance with Recovery' in the PDS mean?

    If you are aware of any third party that you or we may recover money from, you must inform us of such third party.

    We may, at our discretion undertake in your name and on your behalf, control and settle proceedings for our own benefit 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.

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

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

  23. What happens to any money claimed by me that is recovered from a third party?

    We will apply any money we recover from someone else under a right of 'Assistance of Recovery' 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.

    Was this answer helpful?

    Yes
    No

    Thanks, glad we could help.

    We're sorry to hear that. What could we have done better?


    Thanks for your feedback.

Still have questions?

Ask us

Submit online

Call us

1300 409 322

Email us

info@fastcover.com.au

Travel Alerts

Before you purchase your policy and before you travel, read the latest travel alerts that may effect your travel.

Travel Guides

We’ve put together a series of country and city guides to help you with your travel plans.

Travel Suitcase

Be inspired and come along for the ride as we bring you the world before your experience it for yourself.

Please refer to the Product Disclosure Statement for full terms and conditions including limits and exclusions of the insurance policy.

?