General FAQs about travel insurance | Fast Cover

General travel insurance FAQs

  1. Why is Fast Cover so cheap?

    We always try our best to keep our prices as low as possible, while at the same time providing you with great value cover. We can do this because we don't have a shop front and deal directly with our travellers over the phone and online. And as you are dealing with us directly, you are also not paying travel agent commissions.

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  2. What information do I need to disclose?

    To allow us to calculate the price of your travel insurance, we need you to provide us with honest and complete answers to our questions. If you need us to make any changes to your policy, we need you to tell us any information that may affect your cover.

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  3. Who does the Duty of Disclosure apply to?

    Everyone on the policy must comply with the Duty of Disclosure.

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  4. What happens if I or anyone on the policy breaches the Duty of Disclosure?

    If you or any traveller on the policy does not comply with the Duty of Disclosure, we may cancel your Policy or reduce the amount we pay if you make a claim. If fraud is involved, we may treat the policy as if it never existed and pay nothing.

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  5. When I call Fast Cover's 1300 409 322 number, what option should I choose to speak to someone?

    The Options are for:

    • Option 1 for a Quote, Make a change to your policy or if you have a Question
    • Option 2 for claims
    • Option 3 for Emergency Assistance

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  6. Why are the Fast Cover staff so awesomely helpful?

    Because we love what we do, we love travelling and we love to help other travellers travel with confidence knowing you have cover.

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  7. Who are Fast Cover?

    We believe in freedom. The freedom that travel inspires, the adventures that stay with you for a lifetime. We believe in the freedom to explore the world, meet its people and marvel at its beauty.

    Fast Cover embraces this freedom by changing the way something has always been done. Our goal is to make Travel Insurance simple and de-complicate the whole process.

    With a million things to organise before you travel, the process of buying your Travel Insurance should be fast and simple. Fast Cover set out to achieve this when we launched in 2010 and is what we deliver ever y day.

    We want you to travel with confidence knowing you are covered by a high quality policy. This is why all Fast Cover policies are under written by the financial strength of insurance giant Hollard.

    This partnership extends to the provision of 24/7 Overseas Emergency Assistance. If the unexpected should happen whilst you're exploring the world, rest assured that expert assistance is available 24 hours a day, seven days a week.

    About Fast Cover

    Fast Cover is an Authorised Representative of Hollard that permits it to deal in and provide general advice on behalf of Hollard regarding certain general insurance products issued by Hollard, including Fast Cover Travel Insurance.

    Fast Cover promotes Fast Cover Travel Insurance. Fast Cover is not the insurer.

    Hollard is the insurer and issuer of Fast Cover Travel Insurance Policies.

    Fast Cover does not act for you and does not provide personal advice about Fast Cover Travel Insurance. Only Hollard can issue, vary and cancel Fast Cover Travel Insurance Policies, which it does through an arrangement with Fast Cover.

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  8. What is a Financial Services Guide (FSG)?

    This Financial Services Guide (FSG) has been designed to help you make an informed decision about the financial services that Hollard and Fast Cover can provide to you. It also contains information about how they and others are remunerated for providing these financial services and how your complaints are dealt with.

    Where they arrange an insurance policy for you, they will give you a Product Disclosure Statement (PDS) when required. The PDS is designed to provide important information on the significant features and benefits of the policy and is designed to assist you in making an informed decision about whether to buy the product. It may consist of more than one document.

    Any advice that is provided to you is general in nature and does not take into account your individual objectives, financial circumstances or needs. Before you make any decisions about the product, you should read the PDS carefully to ensure that it is suitable for you.

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  9. Who are Hollard?

    Hollard are an A Rated Australian insurance company and a part of the Hollard Insurance Group, one of the world’s leading insurance companies, protecting customers with more than 7 million policies throughout Australia, the United States, Africa, Europe, India, and China.

    Fast Cover has partnered with Hollard to help change travel insurance with technology and bring fresh ideas to make travel insurance faster and simpler, which means creating traveller friendly insurance.

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  10. What are the Professional Indemnity Insurance Arrangements?

    Fast Cover and Hollard are covered under professional indemnity insurance that complies with the requirements of section 912B of the Corporations Act. The insurance (subject to its terms and conditions) will continue to cover claims in relation to Fast Cover and Hollard's representatives/employees who no longer work for it (but who did at the time of the relevant conduct).

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  11. What happens with the premium that I pay?

    When you purchase a Fast Cover Travel Insurance Policy you pay the premium to Hollard for the product. This amount is agreed with you before the product is purchased. Fast Cover may be compensated for the services it provides. Fast Cover‘s compensation is included in the total amount you pay. Fast Cover receives a portion of the insurer’s premium for promoting Fast Cover Travel Insurance policies.

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  12. How do I make a complaint?

    If you have a complaint

    We hope that You never have a complaint, but if You do We will do Our best to work with You to resolve it through the following process:

     

    Our internal complaints process:

    Please follow our step-by-step process, which is part of our Complaint and Dispute Resolution Procedure.

    Step 1

    Please contact us at fastcover.com.au/contact

    Step 2

    If, after speaking to a Traveller Care Manager, Your complaint is not yet resolved, You can take the matter further by writing to Our Internal Dispute Resolution Committee at:

    Fast Cover Traveller Support, PO Box R1384 Royal Exchange NSW 1225.

    Step 3

    Your concerns will be investigated by an officer with full authority to deal with the complaint and We will inform You of the outcome within 15 working days of receiving Your letter.

    Step 4

    In the unlikely event that Your concerns are not resolved to Your satisfaction by the Internal Dispute Resolution Committee, or Your complaint has not been resolved within 45 days, You may contact the Financial Ombudsman Service.

    A dispute can be referred to the Financial Ombudsman Service (FOS) subject to its terms of reference. It provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms and its contact details are:

    Mail: GPO Box 3, Melbourne VIC 3001

    Telephone: 1300 780 808 (local fee applies)

    Fax: (03) 9613 6399

    Website: fos.org.au

    Email: info@fos.org.au

    A decision of FOS is binding on Hollard (up to specified jurisdiction limits). A decision of FOS is not binding on You and You have the right to seek further legal assistance. The FOS Service is a service provided to You free of charge.

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  13. What is the Privacy Statement?

    We value your privacy. Our Privacy Policy, available at fastcover.com.au/privacy, sets out how we protect your personal information. Fast Cover Pty Ltd and The Hollard Insurance Company Pty Ltd are subject to the privacy principles under the Privacy Act 1988.

    In connection with Fast Cover Travel Insurance:

    • Personal information is collected directly from the person involved or, where that is not reasonably practical, from other sources;
    • Personal information is collected for processing insurance applications; administering policies; assessing and paying claims under the policy; considering any other application which may be made to a recipient and performing administrative operations (including for example accounting, risk management and staff training);
    • Hollard and those with whom it has alliance and service arrangements may receive personal information for primary purposes of planning, researching and developing and identifying products and services that may interest you and (unless you ask it not to) telling you about products and services offered by Hollard, its related bodies corporate and alliance arrangements.

    Personal information may be disclosed to third parties in connection with the above purposes, including to reinsurers, related companies, advisers, persons involved in claims, medical and emergency repatriation service providers, external claims data collectors and verifiers, our employees, agents and other persons where required by law. By applying for cover, you consent to the above. Your consent applies whether you become or remain the insured; and

    We may from time to time disclose personal information to overseas recipients and where practically possible disclose details of such recipients at your request.

    To access personal information (including correcting or updating it), make a complaint about a breach of privacy or if you have any other query relating to privacy, contact details are set out in this document.S.

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  14. What is a Product Disclosure Statement or PDS?

    A Product Disclosure Statement (PDS) is a document required by the Corporations Act 2001 (Cth) and contains information designed to help you decide whether to buy the policy and to compare it with other products you may be considering.

    This PDS sets out the cover available and the terms and conditions which apply. Please note that any recommendations or opinions in the PDS are of a general nature only and do not take into account your objectives, financial situation or needs.

    The PDS, together with the Certificate of Insurance and any other document we tell you forms part of your policy, make up your contract with Hollard.

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  15. How do I find out about my policy and its important terms and conditions?

    To properly understand the policy's significant features, benefits and risks you need to carefully read the PDS for more detail:

    • 'Before you buy this policy there are 7 things you must know' - this contains important information on who can purchase the policy, age limits and the choice of policies and cover types available to you;
    • The benefit limits provided under each policy in the 'Benefit Summary' table, when we will pay a claim under each Benefit section applicable to the cover you choose and any endorsements under the 'Optional Cover' section (remember, certain words have special meanings - see the 'Words with Special Meanings' section in the PDS);
    • 'Important Matters' - this contains important information on Your Certificate of Insurance, the period of insurance and extensions of cover, your Duty of Disclosure (including how the Duty applies to you and what happens if you breach the Duty), cooling off period, Financial Claims Scheme and the dispute resolution process;
    • When we will not pay a claim under each Benefit section applicable to the cover you choose and the General Exclusions that apply to all Benefits (this restricts the cover and benefits); and
    • 'What You need to do when making a Claim' - this details what to need to do when making a claim and sets out certain obligations that you and we have. If you do not meet them we may refuse to pay a claim.

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  16. Who is the Insurer or Underwriter for my policy?

    Hollard is the underwriter of Fast Cover travel insurance policies.

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  17. What happens if Fast Cover updates or changes the PDS?

    From time to time and where permitted by law, we may change parts of the policy. If we do so, any updates which are not materially adverse to you from the point of view of a reasonable person deciding whether to buy this insurance, may be found on the Fast Cover Travel Insurance website at fastcover.com.au/pds. Should you wish to receive a paper copy of the latest PDS please contact us at fastcover.com.au/contact and we will send you a copy. Should we substantially amend this PDS, we will issue you a Supplementary Product Disclosure Statement (SPDS) which will provide details of these amendments.

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  18. What is the meaning of 'Appropriate Supervision'?

    'Appropriate Supervision' means under the supervision of a person who possesses the necessary skills, qualifications and licensing appropriate for the supervision of the activity being undertaken.

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  19. What is the meaning of 'Reasonable' in the PDS?

    'Reasonable' means for medical or dental expenses, the standard level of care given in the country you are in or, for other expenses, the equivalent level you have booked and pre-paid for the rest of your trip or, as determined by us. 

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  20. What does 'We', 'Our' and 'Us' mean in the PDS?

    'We'. 'Our' and 'Us' means The Hollard Insurance Company Pty Ltd.

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  21. What does "You" and "Your" mean in the PDS?

    "You" and "Your" means the person(s) whose name(s) are set out on the Certificate of Insurance, and if you have a Single or Family cover type, your dependants.

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  22. What are the limitations to my cover?

    Notwithstanding anything contained in this PDS 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.

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  23. What do I do if I need more information about my cover?

    To confirm any policy transaction (if the Certificate of Insurance does not have all the information you require), call us on 1300 409 322.

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  24. What jurisdiction does my policy fall under?

    The policy is governed by and construed in accordance with the law of New South Wales, Australia and you agree to submit to the exclusive jurisdiction of the courts of New South Wales. you agree that it is your intention that this Jurisdiction and Governing law clause applies.

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  25. What is my duty of disclosure?

    You have a legal duty of disclosure to us whenever you apply for or change a policy.

    What you must tell us

    If we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us everything that you know, or could reasonably be expected to know, is relevant to our decision whether to insure you, and if we do on what terms. You have this duty until we agree to insure you. Your duty does not require you to disclose anything:

    • that reduces the risk to be undertaken by us;
    • that is generally well known;
    • that we know or, in the ordinary course of our business, ought to know; or
    • in respect of which we have waived your duty.

    If you do not tell us

    If you do not answer our questions honestly or do not properly disclose to us, we may reduce or refuse to pay a claim and/or may cancel the policy. If you act fraudulently in answering our questions or not disclosing to us, we may refuse to pay a claim or treat the policy as never having existed.

    Your general duty applies to changes

    Your general duty applies in full when you change or reinstate the policy.

    Your general duty is limited for new Policies

    When you apply for a new policy your duty of disclosure applies, but you do not need to disclose something to us unless we specifically ask you about it. However you must be honest in answering any questions we ask you. You have a legal duty to tell us anything you know, and which a reasonable person in your circumstances would include in answering the questions. We will use the answers in deciding whether to insure you and anyone else to be insured under the same policy, and on what terms.

    Who needs to tell us

    It is important that you understand you are disclosing to us and answering our questions for yourself and anyone else you want to be covered by the policy.

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  26. What is my duty of disclosure when I enter into the contract with Fast Cover for the first time?

    When you apply for a new policy your duty of disclosure applies, but you do not need to disclose something to us unless we specifically ask you about it. However you must be honest in answering any questions we ask you. You have a legal duty to tell us anything you know, and which a reasonable person in your circumstances would include in answering the questions. We will use the answers in deciding whether to insure you and anyone else to be insured under the same policy, and on what terms.

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  27. What is my duty of disclosure when I need to vary, extend or reinstate the contract with Fast Cover?

    When you vary, extend or reinstate the contract with us, your duty is to disclose every matter that you know, or could reasonably be expected to know, is relevant to our decision whether to accept the risk of the insurance and, if so, on what terms.

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  28. What don't I need to tell Fast Cover or Hollard?

    Your duty does not require disclosure of any matter:

    • that reduces the risk to be undertaken by Us;
    • that is generally well known;
    • that We know or, in the ordinary course of Our business, ought to know; or
    • in respect of which We have waived Your duty.

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  29. What happens if I don't comply with the duty of disclosure?

    If you do not answer our questions honestly or do not properly disclose to us, we may reduce or refuse to pay a claim and/or may cancel the policy. If you act fraudulently in answering our questions or not disclosing to us, we may refuse to pay a claim or treat the policy as never having existed.

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  30. What if The Hollard Insurance Company Pty Ltd becomes insolvent?

    In the unlikely event Hollard were to become insolvent and could not meet its obligations under the policy, a person entitled to claim may be entitled to payment under the Financial Claims Scheme. Access to the Scheme is subject to eligibility criteria and for more information see APRA website at apra.gov.au and the APRA hotline on 1300 55 88 49. Hollard is an insurance company authorised under the Insurance Act 1973 (Cth).

    Because of this it is not subject to the Australian Financial Services licensee Corporations Act 2001 (Cth) requirement to have compensation arrangements in place to compensate retail clients for loss or damage suffered because of breaches by the licensee or its representatives of Chapter 7 of that Act. Hollard has compensation arrangements in place that are in accordance with the Insurance Act.

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  31. What is the General Insurance Code of Practice?

    Hollard is a member of the Insurance Council of Australia and also a signatory to the General Insurance Code of Practice. The objectives of the Code are to:

    • commit us to high standards of service;
    • promote better, more informed relations between us and you;
    • maintain and promote trust and confidence in the general insurance industry;
    • provide fair and effective mechanisms for the resolution of complaints and disputes between us and you; and
    • promote continuous improvement of the general insurance industry through education and training.

    You can obtain a copy of the Code from the Insurance Council of Australia website at insurancecouncil.com.au

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  32. What should I do if I have a complaint or dispute in relation to my insurance?

    In this section, 'we', 'our' and 'us' means The Hollard Insurance Company Pty Ltd.

    If you have a complaint

    We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:

    Our internal complaints process

    Step 1: Call 1300 409 322

    Please contact one of our Claims Assessors, who will try to resolve your complaint straight away.

     

    Step 2: Talk to the manager

    If we have not been able to resolve your complaint, then you can discuss your concerns with one of our managers, also available on 1300 409 322. 

     

    Step 3: Contact Internal Dispute Resolution Committee

    If you are still not satisfied and your complaint is not yet resolved, you can contact our Internal Dispute Resolution Committee at:

     

    Mail:                        Fast Cover Claims Locked Bag 2010, St Leonards NSW 1590  

    Email:                         resolution@hollard.com.au

    Phone:                         02 9253 6600

     

    Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint. 

     

    Step 4: Where we have not resolved your complaint

    If we have been unable to resolve your concerns once you have been through our Internal Dispute Resolution process, or your complaint has not been resolved within 45 days, you may contact the Financial Ombudsman Service (FOS). 

     

    You can contact FOS at:

     

    Mail:                         GPO Box 3, Melbourne VIC 3001 

    Email:                         info@fos.org.au 

    Phone:                        1800 367 287

    Website:                      fos.org.au 

     

    A decision by FOS is binding on us but is not binding on you. You have the right to seek further legal assistance. The FOS service is provided to you free of charge.

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  33. What is your privacy policy?

    We value your privacy. Our Privacy Policy, available at fastcover.com.au/privacy, sets out how we protect your personal information. Fast Cover Pty Ltd and The Hollard Insurance Company Pty Ltd are subject to the privacy principles under the Privacy Act 1988.

    In connection with Fast Cover Travel Insurance:

    • Personal information is collected directly from the person involved or, where that is not reasonably practical, from other sources;
    • Personal information is collected for processing insurance applications; administering policies; assessing and paying claims under the policy; considering any other application which may be made to a recipient and performing administrative operations (including for example accounting, risk management and staff training);
    • Hollard and those with whom it has alliance and service arrangements may receive personal information for primary purposes of planning, researching and developing and identifying products and services that may interest you and (unless you ask it not to) telling you about products and services offered by Hollard, its related bodies corporate and alliance arrangements.

    Personal information may be disclosed to third parties in connection with the above purposes, including to reinsurers, related companies, advisers, persons involved in claims, medical and emergency repatriation service providers, external claims data collectors and verifiers, our employees, agents and other persons where required by law. By applying for cover, you consent to the above. Your consent applies whether you become or remain the insured; and

    We may from time to time disclose personal information to overseas recipients and where practically possible disclose details of such recipients at your request.

    To access personal information (including correcting or updating it), make a complaint about a breach of privacy or if you have any other query relating to privacy, contact details are set out in this document.

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  34. I'm a business traveller - how does GST affect my claim?

    How GST affects your claim if you are a business traveller

    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. in replacing a lost or stolen item), the amount we would otherwise pay will be reduced by the amount of that input tax credit.

    Travel within Australia only

    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 have a liability for GST if we pay you an amount under this policy.

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  35. Do I need to tell you the amount of the input tax credit for my policy?

    How GST affects your claim if you are a business traveller

    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. in replacing a lost or stolen item), the amount we would otherwise pay will be reduced by the amount of that input tax credit.

    Travel within Australia only

    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 have a liability for GST if we pay you an amount under this policy.

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  36. How do I report Fraud?

    Submitting an insurance claim that is not true, correct, did not occur, is misleading or exaggerated is a criminal offence under Australian Law and can lead to prosecutions.  If you submit a claim which is fraudulent, or false in any respect, or there is a material alteration in the risk, we may deny part of, or all of the claim, to the extent permitted by law. If you, or someone authorised and acting for you, submits to us any false or misleading information you may be prosecuted. Additionally, your policy may be cancelled by us under the law and no refund of premium will be made.

    Insurance fraud and fraudulent claims force the cost of your insurance to increase.  For the community and your benefit, we encourage you to assist in reducing insurance fraud by reporting it to:

    • Via email to info@fastcover.com.au
    • By calling 1300 409 322 (9am – 6pm AEST Monday - Friday)
    • Going to our website fastcover.com.au/contact

    All information will be treated with full confidentiality and protected to the full extent of the law.

     

     

     

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  37. What are the Emergency Assistance Contact numbers?

    In Australia
    02 8320 7999

    Overseas
    +61 2 8320 7999

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Still have questions?

Ask us

Submit online

Call us

1300 409 322

Email us

info@fastcover.com.au

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

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