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Travel Insurance Policy FAQs

Answers shown refer to policies purchased on or after 21st May 17. For policies purchased prior, they are a guide only and you must read the PDS for exact wording.

  1. Can I extend my Policy when I am already overseas?

    Yes, you can request to extend your policy while you are overseas.

    You can extend Your Policy:

    An additional fee may apply.

     

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  2. What's the differences between Standard Saver and Comprehensive travel insurance?

    Our Comprehensive policies provide you with more cover for your trip. You will be covered for Unlimited Medical and Trip Cancellations Costs, Luggage and Personal Effects, Alternative Transport Expenses and Travel Delays. The benefit limits are also higher compared to the Standard Saver policy.

    Our Standard Saver Policies will cover you for Unlimited Medical, Trip Cancellations Costs and Luggage and Personal Effects.

    Both policies are also flexible and depending on which policy you take, allows you to increase cover for specified high value items, add on additional options like Rental Vehicle Excess, Golf Pack, Bicycle Pack and Adventure Pack.

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  3. Can I buy a policy while I am overseas?

    Yes, Australian residents already overseas are eligible to purchase cover provided.

    If you left Australia without travel insurance or if your travel insurance policy (even if issued by another insurer) has expired, we may be able to help.

    You can purchase our Standard Saver, Comprehensive and Snow Sport Plus policies if you are already overseas, provided you meet all of the following requirements:

    • You have
       o been overseas for less than 14 days, or
       o have been insured under a travel insurance policy since you left Australia that has been expired for no more than 14 days; and
    • You are an Australian resident normally residing in Australia; and
    • You have a home in Australia to which you intend to return; and
    • Your trip ends in Australia; and
    • You are aged 74 years and under at time of purchase; and
    • You advise us at the time of purchase that you are already overseas (this will be noted on your Certificate of Insurance).

    You cannot purchase a Basics Policy or Frequent Traveller Saver Policy if you are already overseas.

    Policies purchased while you are already overseas are subject to:
    • a 48-hour waiting period for all benefits.
    • a $500 excess for all claims.

     

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  4. How will my policy be sent to me?

    You can choose how you receive your policy
    1) Email - this is the fastest way for you to get your policy as the email is sent as soon as the policy is paid for.
    2) Post - if you don't have an email address, we can post your policy documents to you.
    3) Email and post - we are happy to email and post your policy documents.

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  5. Can I change my policy from Standard Saver to Comprehensive and vice versa?

    If your trip hasn't started, you can upgrade your policy from Standard Saver to Comprehensive and vice versa. You will NOT be able to change your policy from Comprehensive to Standard Saver once your trip has started.

    However, you can change your policy from Standard Saver to Comprehensive if you have already started your trip.

    Please note, you will NOT be covered for anything that has already happened or is reasonably foreseeable to happen at the time you upgrade to Comprehensive if it wasn't already covered under your Standard Saver cover.

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  7. What does Alternative Transport Expenses mean?

    Alternative Transport Expenses means that if your scheduled transport is cancelled, delayed, shortened or diverted and you end up missing your event or arrangements, you can claim for the cost of reasonable additional expenses to reach your planned event or arrangements on time. A planned event or arrangement is a wedding, funeral, conference, sporting event, prepaid travel or prepaid tour.

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  8. Can I increase the cover for my Wedding Ring?

    No, you CANNOT increase the cover for wedding rings or any type of jewellery.

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  10. Am I covered if my trip/travel is affected by a natural disaster?

    Your policy* provides cover towards the cost of travel arrangements if your scheduled or connecting transport is cancelled, delayed, rescheduled or diverted because of a natural disaster.

    Please note however cover is subject to policy terms, conditions and exclusions. Cover may depend on whether the natural disaster was unforeseen when you booked the travel and when you purchased the insurance, and whether the circumstances giving rise to any claim arose in circumstances where travel was undertaken against the advice or warning by any government or official body or where the mass media had indicated the existence or potential existence of circumstances that may affect the travel.

    *The Basics policy does not provide this cover

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  11. What happens if a country I am travelling to is assigned a 'Do Not Travel' status by the Australian Government?

    Your policy does NOT provide cover for claims arising from or associated with travel to countries or parts of a country for which a 'Do Not Travel' warning has been released by the Australian Government Department of Foreign Affairs and Trade or any other government or official body, and where you did not take appropriate action to avoid or minimise any potential claim under your policy.

    Whether or not any cancellation or other costs you may incur as a result of cancelling or postponing your trip following the issue of a 'Do Not Travel' warning are covered by your policy will depend on a number of factors, including (but not limited to) whether your travel arrangements are or would be affected by the event or circumstance giving rise to the warning, and whether the warning has arisen due to an event that is otherwise excluded from cover under your policy (such as an act of war, disease epidemic, etc). In deciding what action to take in response to a 'Do Not Travel' warning, you should carefully consider your policy terms, conditions and exclusions.

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  12. What is the meaning of 'Policy' in the PDS?

    'Policy' means your travel insurance policy with us and includes the Certificate of Insurance, the PDS and any other change to the terms of the policy otherwise advised by us in writing (such as endorsement).

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  13. What sports and activities are automatically covered in my policy?

    You are automatically covered for a number of sports and leisure activities. If you are taking a trip that involves more adventurous activities we offer an optional Adventure Pack that includes cover for a wide range of adventurous activities.

    Automatically Covered Sports and Leisure Activities

    • Aqua zorbing
    • Archery
    • Bicycling (but not racing, motor cross, BMX, or downhill mountain biking)
    • Bungee jumping or canyon swinging
    • Camel, donkey or elephant riding (under appropriate supervision)
    • Dancing
    • Dog sledding
    • Diving underwater using an artificial breathing apparatus at a depth no greater than 10 metres (you must hold an open water diving licence recognised in Australia or dive with an instructor licensed for these activities)
    • Fishing (on land or within 2 nautical miles of a land mass)
    • Go-karting
    • Golf
    • Gym activities (but not powerlifting)
    • Gymnastics (but not competitions)
    • Hiking, trekking or tramping, peaking at altitudes below 3,000 metres, where specialist climbing equipment is not required. Expeditions to or on the Kokoda Track/Trail are not automatically covered. Choose the Adventure Pack option (page 21) for higher altitudes and Kokoda expeditions.
    • Horse riding (but not competitions, equestrian events, steeple chasing, jumping, or polo)
    • Ice skating on a rink (but not including competitive skating, racing, speed skating, and tour skating)
    • Indoor rock climbing (under appropriate supervision)
    • Leisure activities (meaning any activities involving minimal physical exertion that is undertaken for relaxation or pleasure. For example, sight-seeing, picnics, photography and museum or art gallery visits)
    • Motorcycle, scooter or moped riding (restrictions apply - refer to General Exclusions in the PDS)
    • Orienteering
    • Paintball (with eye protection)
    • Racing on foot for distances up to and including full marathon (42.2 kilometres or 26.2 miles)
    • Racquet and ball sports not involving physical contact
    • Rafting or kayaking in rivers or rapids graded I, II or III under the International Scale of River Difficulty, or lakes or canals (choose the Adventure Pack option (page 21) for rives or rapids graded IV or V under the International Scale of River Difficulty)
    • Regulated or licensed ballooning
    • Safari (under appropriate supervision) but not hunting
    • Sailing up to 10 nautical miles off any land mass
    • Shark cage diving (subject to diving restrictions listed above)
    • Shooting (fixed target only) (chose the Adventure Pack option for shooting moving targets)
    • Skateboarding, roller skating, inline skating (but not including vert skating or acrobatics)
    • Snorkelling
    • Soccer
    • Surface water activities (other than sailing) up to 2 nautical miles off any land mass
    • Track and field athletics

    All other sports and leisure activities are excluded from cover under your policy, except however the adventure activities covered under the optional Adventure Pack if you paid the additional premium for the Adventure Pack and it is listed on your Certificate of Insurance.  

    From time to time we may add automatically covered activities. If you cannot see the activity you want cover for in this list check the list on our website at fastcover.com.au/activities.

    Note that it is a condition of cover for all activities that you act in a reasonable way to protect yourself. The best way that you can do this is to enjoy your activities with a properly licensed outdoor pursuits or sports organisation and to follow their instructions.

    Please also read the General exclusions that apply to all benefits in the PDS.

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  14. How long am I covered for?

    The period you are insured for is set out in the Certificate of Insurance and varies depending on the length of your trip and the policy type that you have purchased.


    If you have purchased your policy before you departed Australia:
    • The cover for Benefit 5 – Trip Cancellation Expenses begins from the time the policy is issued.
    • Cover for all other benefits begins on the date of departure as stated on your Certificate of Insurance.

    If your policy was purchased while you are already overseas:
    • There is no cover under any benefit for the first 48 hours from the time the policy is issued. This is your “waiting period”. This means there is no cover arising from events that happen within the waiting period. Cover for all benefits beings immediately following your waiting period.

    For all policies:
    • Cover ends on the date of return set out on your Certificate of Insurance, or the time the policy otherwise ends in accordance with its terms, whichever happens first. The state listed on your Certificate of Insurance determines the time zone we use to determine your policy’s purchase date, departure date and end date.
    • If you return home early for any reason, cover from your policy will be suspended from the time you return to your home until the time you leave your home to continue your trip. You must have 14 days remaining of the period of insurance as noted on your Certificate of Insurance. Following the
    resumption of your trip your policy will remain valid until the end date shown on your Certificate of Insurance or your permanent return home, whichever comes first. We will not pay any costs in relation to your return to Australia unless the costs are covered by this policy.

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  15. What type of help does the Worldwide 24/7 emergency assistance team provide?

    For emergency assistance anywhere in the world at any time, the Worldwide 24/7 Emergency Assistance team is only a telephone call away.

    The team will help with medical problems, locating nearest medical facilities, your evacuation home, locating nearest embassies and consulates, as well as keeping you in touch with your family and work in an emergency.

    If you are hospitalised you, or a member of your travelling party, MUST contact the Worldwide 24/7 Emergency Assistance team as soon as possible. If you do not, then to the extent permissible by law, we will not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by the Worldwide 24/7 Emergency Assistance team.

    If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact the Worldwide 24/7 Emergency Assistance team. Please note that we will not pay for any hospital or medical costs incurred in Australia.

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  16. What is covered under 'Trip Disruption Expenses'?

    You only have this cover if you chose the Comprehensive, Standard Saver, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies.

    Important cover conditions

    Cover under this benefit is subject to the following conditions:

    • If you need to return to Australia and did not have a return ticket booked to Australia before the circumstances giving rise to a claim under this benefit happened, we will reduce the amount of your claim by the price of the fare to Australia from the place you planned to return to Australia from. The fare will be at the same fare class as the one you left Australia on.

    • Wherever claims are made by you under this benefit and Benefit 5 – Trip Cancellation Expenses for cancelled or alternative travel arrangements for the same or similar expense, we will pay for the higher of the two amounts, not both.

    We will pay:

    • Up to the limits set out in the Benefit Summary of the PDS, for the reimbursement of the reasonable additional travel and accommodation expenses if a disruption to your trip (whether domestic or overseas) arises from the following reasons:
      • your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of a strike, riot, hijack, civil protest, severe weather or natural disaster. The event must have begun after we issued the Certificate of Insurance.
      • you unknowingly break any quarantine rule.
      • you lose your passport, travel documents or credit cards or they are stolen.
      • An accident occurs involving your mode of transport. You must have written confirmation of the accident from an official body in the country where the accident happened.
      • your home is rendered uninhabitable by fire, explosion, earthquake or flood.
    • Up to the limits set out in the Benefit Summary above, for the reimbursement of the reasonable additional accommodation and travel expenses if you cannot travel because of an injury or sickness which occurred or first manifested itself while on the trip and which needs immediate treatment from a medical practitioner who certifies that you are unfit to travel. We will also reimburse your reasonable additional accommodation and travel expenses for you to be with your travelling companion if they cannot continue their trip for the same reason.
    • Up to the limits set out in the Benefit Summary above, for the reimbursement of the reasonable accommodation and travel expenses of your travelling companion or a relative to travel to you, stay We will pay 38 near you or escort you if you cannot travel because of an injury or sickness which occurred or first manifested itself while on the trip. If you are in hospital suffering from a life-threatening or other serious condition, or are evacuated for medical reasons. They must travel, stay with you or escort you on the written advice of a medical practitioner and with our prior approval.
    • Up to the limits set out in the Benefit Summary of the PDS, for the reimbursement of the reasonable cost of your return to Australia if it is medically necessary for you to shorten your overseas trip. You must obtain written advice from a medical practitioner. We will only pay the cost of the fare class that you had planned to travel at (unless otherwise authorised by us) and you must take advantage of any prearranged return travel to Australia.
    • Up to the limits set out in the Benefit Summary of the PDS, for the reimbursement of the reasonable additional accommodation and travel expenses if, during your overseas trip, your travelling companion or a relative in Australia or New Zealand if either of you:
      • dies unexpectedly;
      • is disabled by an injury; or
      • becomes seriously sick and requires hospitalisation (except arising out of a Pre-existing Medical Condition).

    We will only pay the cost of the fare class you had planned to travel at.

    • Up to the limits set out in the Benefit Summary in the PDS, for the reimbursement of the reasonable cost of your return to Australia if you shorten your overseas trip because your relative is hospitalised in Australia or New Zealand or dies in Australia or New Zealand after the policy is issued as a result of a Pre-existing Medical Condition, and at the time of policy issue you were unaware of the likelihood of such hospitalisation or death. The most we will pay under this benefit in total is $2,000

    We will not pay:

    • If you were aware of any reason, before your period of insurance commenced, that may cause your trip to be cancelled or disrupted or delayed.
    • If the death, injury or sickness of your relative arises from a Pre-existing Medical Condition, except as specified above.
    • As a result of you or your travelling companion changing plans or deciding not to continue with the intended trip.
    • If your claim relates to the financial collapse of any transport, tour or accommodation provider.
    • If you can claim your additional travel and accommodation expenses from anyone else.
    • For costs which you have paid on behalf of any other person, unless that person is also an insured person named on your Certificate of Insurance. An excess will still be applied to each person to whom the costs relate.
    • For delays or rescheduling by a bus line, airline, shipping line or rail authority unless it is due to a strike, riot, hijack, civil protest, severe weather or natural disaster.
    • Any additional expenses caused by planned medical procedures, cosmetic treatments, or other non-emergency medical treatments.
    • Additional expenses relating to telephone calls and mobile data (other than calls to notify us of your emergency).
    • For more than the applicable limits set out in the Benefit Summary in the PDS.

    Please also read the  General Exclusions that apply to all benefits in the PDS.

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  17. What is 'Alternative transport expenses' cover?

    You only have this cover if you chose the Comprehensive, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies..

    We will pay:

    • Your reasonable additional travel expenses, up to the limits set out in the Benefit Summary in the PDS, to reach a wedding, funeral, conference, sporting event or prepaid travel/tour arrangements on time if your scheduled transport is cancelled, delayed, shortened or diverted during your trip and that means you would not arrive on time.
    • Cover is limited to $5,000.

    We will not pay:

    • If the cancellation, delay, shortening or diversion of your scheduled transport arises from the financial collapse of any transport, tour or accommodation provider.
    • If your claim arises from an act or threat of terrorism.
    • For more than the applicable limits set out in the Benefit Summary in the PDS.

    Please also read the General Exclusions that apply to all benefits in the PDS.

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  18. What is 'Personal liability' cover?

    You only have this cover if you chose the Comprehensive, Standard Saver, Basics, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies.

    Important cover conditions

    Cover under this benefit is subject to the following conditions: You must not admit fault or liability for the claim, or incur any legal costs without our prior written approval.

    We will pay:

    • Your legal liability, up to the limits set out in the Benefit Summary above, for payment of compensation in respect of:
      o death or bodily injury; and/or
      o physical loss of, or damage to, property
      which is caused by an accident or a series of accidents attributable to one source or originating cause
      that occurs during your trip.
    • Your reasonable legal expenses, up to the limits set out in the Benefit Summary of the PDS, for settling or
      defending the above claim made against you where the claim is covered by the policy.

    We will not pay:

    For anything you have to pay because of a legal claim against you for causing bodily injury, death or loss or damage to, or of, property, if the claim arises out of or is for:
    • Injury to you, your travelling companion, or to a relative or employee of either of you.
    • Damage to property belonging to you, or in your care or control, or belonging to, or in the care or control of, your relative, or your travelling companion, or to an employee of either of you.
    • The ownership, custody or use of any firearm or weapon, aerial device, watercraft or mechanically propelled vehicle.


    Important Cover Conditions
    Cover under this benefit is subject to the following conditions:
    You must not admit fault or liability for the claim, or incur any legal costs without our prior written approval.

    For anything you have to pay because of a legal claim against you for causing bodily injury, death or loss or damage to, or of, property, if the claim arises out of or is for:

    • Injury to you, your travelling companion, or to a relative or employee of either of you.
    • Damage to property belonging to you, or in your care or control, or belonging to, or in the care or control of, your relative, or your travelling companion, or to an employee of either of you.
    • The ownership, custody or use of any firearm or weapon, aerial device, watercraft or mechanically propelled vehicle.
    • The conduct of a business, profession or trade.
    • Any loss, damage or expenses which are covered or should have been covered under a statutory or compulsory insurance policy, statutory or compulsory insurance or compensation scheme or fund, or under workers’ compensation legislation, an industrial award or agreement, or accident
      compensation legislation.
    • Any fine or penalty or aggravated, punitive, exemplary, liquidated damages and any other damages resulting from the multiplication of compensatory damages.
    • Disease that is transmitted by you.
    • Any relief or recovery other than monetary amounts.
    • A contract that imposes on you a liability which you would not otherwise have;
    • Assault and/or battery committed by you or at your direction.
    • Conduct intended to cause injury, property damage or liability with reckless disregard for the consequences of you or any person acting with your knowledge, consent or connivance.
    • For more than the applicable limits set out in the Benefit Summary in the PDS.
    • Operation of a drone.

    Please also read the General Exclusions that apply to all benefits in the PDS.

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  19. What are the General Exclusions which apply to all policies?

    The following general exclusions apply to all Policy Benefits under Your Policy. These are in addition to any exclusion listed under the individual Policy Benefits of cover.

     

    General Exclusions That Apply To All Benefits

    To the extent permissible by law, we will not pay under any circumstances if:

    1. You do not act in a responsible way to protect yourself and your property.

    2. You not doing everything you can to reduce your loss as much as possible.

    3. Your claim arises from consequential loss of any kind, including but not limited to financial loss, loss of enjoyment, or the devaluation or depreciation of currency.

    4. Your claim arises from you being aware at the time of purchasing the policy of something that would give rise to you making a claim under this policy.

    5. Your claim arises from a loss which is recoverable by compensation under any workers compensation or transport accident laws or by any government sponsored fund, plan, or medical benefit scheme, or any other similar type legislation required to be effected by or under a law.

    6. Your claim arises from errors or omissions in any booking arrangements or failure to obtain relevant visa, passport or travel documents.

    7. Your claim arises from you acting illegally or breaking any government prohibition, laws or regulation including visa requirements.

    8. Your claim arises from a government authority detaining anyone, or confiscating or destroying anything.

    9. Your claim arises from the use of a two-wheeled or three-wheeled motor vehicle unless you as the driver or a passenger are wearing a crash helmet (this is irrespective of the law in the country you are in).

    10. Your claim arises from a you being in control of a motor vehicle without a current Australian driver licence.

    11. Your claim arises from a you being in control of a motorcycle, moped or scooter without a current Australian motorcycle or driver license or you are a passenger travelling on a motorcycle, moped or scooter that is in the control of a person who does not hold a current motorcycle or driver’s licence valid for the country you are travelling in.

    12. Your claim arises from you being in control of a recreational all-terrain vehicle (including but not limited to quad-bikes, trikes and buggies) or are a passenger on a recreational all-terrain vehicle unless you:

    • are under the direct supervision of a properly licensed recreational organisation, and;
    • are obeying all relevant safety codes; and
    • are wearing protective gloves and a motorcycle rider’s helmet

    13. Your claim arises from or is related to or is associated with:

    • an actual or likely epidemic or pandemic; or
    • the threat of an epidemic or pandemic. Refer to who.int and smartraveller.gov.au for further information on epidemics and pandemics.

    14. Your claim arises from a you not following advice in the mass media or any government or other official body’s warning:

    • of a strike, riot, bad weather, civil protest or contagious disease (including an epidemic or pandemic); or
    • against travel to a particular country or parts of a country, including where an advice or warning has been released by the Australian Government Department of Foreign Affairs and Trade indicating “Do not travel” or warning to “Reconsider your need to travel” or otherwise advising against all non-essential travel to or in that location or advising against specific transport arrangements or participation in specific events or activities; and
    • you did not take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning). Refer to who.int and smartraveller.gov.au for further information.

    15. Your claim arises from any act of war, whether war is declared or not, or from any rebellion, revolution, insurrection or taking of power by the military.

    16. Your claim arises from a nuclear reaction or contamination from nuclear weapons or radioactivity.

    17. Your claim arises from a biological and/or chemical materials, substances, compounds or the like used directly or indirectly for the purpose to harm or to destroy human life and/or create public fear.

    18. Your claim arises from any search and rescue costs charged to you by a government, regulated authority or private organisation connected with finding and rescuing an individual.

    19. Your claim arises from or is related to or is associated with any Pre-existing Medical Condition, except as described under the heading “Pre-existing Medical Conditions” on pages 24 to 27 of the PDS or to the extent specifically contemplated under Benefit 5 – Trip Cancellation Expenses, Benefit 6 – Trip Disruption Expenses, or Benefit 7 – Trip Resumption Expenses.

    20. Your claim arises from you taking a blood-thinning prescription medication, including but not limited to Warfarin (also known under the brand names Coumadin, Jantoven, Marevan, and Waran).

    21. Your claim arises from or is in respect of travel booked or undertaken against the advice of any medical practitioner.

    22. Your claim arises from any injury or sickness where a diagnosis of metastatic cancer (spreading malignant cancer) was given or terminal prognosis was made prior to the issue of the Certificate of Insurance.

    23. Your claim arises from or is associated with pregnancy, childbirth or related complications except as specified under “Pregnancy” on page 27 of the PDS.

    24. Your claim arises from or involves a hospital where you are being treated for addiction to drugs or alcohol, or are using it as a nursing, convalescent or rehabilitation place.

    25. Your claim arises from or involves the cost of medication in use at the time the trip began or the cost for maintaining a course of treatment you were on prior to the trip.

    26. Your claim arises from or is in any way related to depression, anxiety, stress, mental illness, mental or nervous conditions.

    27. Your claim arises from:

    • your, your spouse or partner, relative or your travelling companion’s suicide or attempted suicide; or
    • your, your spouse or partner, relative or your travelling companion injuring yourself deliberately or putting yourself in danger (unless you are trying to save a human life).

    28. Your claim arises from a sexually transmitted disease.

    29. Your claim arises directly or indirectly from you, your partner, or your travelling companion using alcohol or drugs (unless the drugs have been prescribed by your medical practitioner).

    30. You, your partner, or your travelling companion are affected by Acquired Immune Deficiency Syndrome (AIDS)or AIDS related complex (ARC) or Human Immunodeficiency Virus (HIV).

    31. Despite our advice otherwise following your call to us, you received private hospital or medical treatment where public funded services or care is available in Australia or under any Reciprocal Health Agreement between the Government of Australia and the government of any other country.

    32. Your claim arises from any medical procedures in relation to AICD/ICD insertion during overseas trip. We will exercise our right to organise a repatriation to Australia for this procedure to be completed if you, your travelling companion or a relative (as listed on your Certificate of Insurance) requires this procedure due to sudden and acute onset which occurs for the first time during your period of insurance and it is not directly or indirectly related to a Pre-existing Medical Condition.

    33. Your claim arises from or is any way related to the death or hospitalisation of any person aged 85 years and over (other than the insured), regardless of the country in which they live.

    34. Your claim arises from or relates to any event or occurrence where providing such cover would result in us contravening the Health Insurance Act 1973 (Cth), the Private Health Insurance Act 2007 (Cth) or the National Health Act 1953 (Cth) (as amended or superseded).

    35. Your claim arises from you racing or participating in any race or timed activity (other than on foot).

    36. Your claim arises from you participating in any snow sports unless you have purchased the Snow Sport Plus Policy if travelling internationally or the Domestic Plus Policy if travelling within Australia.

    37. Your claim arises from you participating in any sports or recreational activities not listed in the Automatically Covered Sports and Leisure Activities list (page 14 of the PDS), except as provided under the Adventure Pack (page 20 of the PDS) if you have purchased the Adventure Pack option.

    38. Your claim arises from you participating in professional sport in a professional capacity of any kind.

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  21. If I return home early, can I get a refund for the unused part of my policy?

    No, if you return home early, you would NOT get a refund for the unused portion of your policy.

    If you don't know how long you'll be travelling for, you should buy a policy for the period of time you know you will be definitely away for.

    Cover can generally be extended with our agreement but please refer to the PDS for further details including the time-frame for requesting an extension of cover. An additional premium may apply.

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  22. I have a 457 visa, can I buy a policy?

    Yes, as long as you are aged 74 years and under at the time of taking out cover, your journey begins and ends in Australia, and the visa will still be valid after you return to Australia.

    You must hold a return ticket to Australia and have a home in Australia to which you intend to return.

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  23. How many people can I include in my policy?

    * A Single policy can include you and your own dependents (your children or grandchildren under 21 and not in full time employment) travelling with you on your trip.

    * For a DUO policy you can have 2 travellers on the one policy, and the travellers do not need to be related.

    * A Family policy can include you, your spouse or partner and your own dependents (your children or grandchildren under 21 and not in full time employment) travelling with you on your trip.

    If you are travelling as a group, contact us info@fastcover.com.au or on 1300 409 322 and we can assist you with your group quote.

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  24. What is a Frequent Traveller Saver Policy?

    A Frequent Traveller Saver policy allows the traveller to travel as many times as they like within a 12 month period.

    Frequent Traveller Saver policies are available to travellers aged 64 years of age and under at time of policy purchase.

    For an additional fee, you can also cover your spouse and dependant children/grandchildren when they travel with you for 100% of the time.

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  25. What is the Comprehensive policy and what does it cover?

    Our Comprehensive policy is our most popular policy.

    The Comprehensive policy provides cover for unexpected: cancellation, medical emergencies, lost/damaged/stolen luggage and personal effects, travel delays, missed connections, accidental death, permanent disability, loss of income, personal liability, loss of travel documents and credit cards and theft of cash.

    The benefit limits for the Comprehensive policy are also higher compared to our Standard Saver and Basics policies.

    The Comprehensive policy is available for all international trips and can be tailored to suit your trip.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  26. If I'm travelling domestically and then overseas, can I buy one policy to cover both?

    You can buy one policy to cover both trips if the domestic and international travel are in conjunction with one another and you will not be returning home in between the two trips.

    If you will be returning home in between the two trips, you will need to purchase two separate policies.

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  27. Can I buy luggage and cancellation insurance only?

    No, at this stage we do not offer a specific policy to just cover luggage and cancellation.

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  28. Can I change the name on my policy?

    No, travel insurance policies are non-transferable.

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  29. What do I do if I've made a mistake on my policy?

    You can fix the mistake by going to the Your Policy tab on our website and request a change to your policy.

    Alternatively you can send an email to info@fastcover.com.au or call our travel specialists on 1300 409 322.

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  30. I want a cheap policy

    We offer a variety of policies to suit different budgets, get a quick quote now: https://fastcover.com.au/

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  31. What is a DUO policy?

    A DUO policy is a policy for two travellers. You can be a couple or travelling companions and do not need to be related to be on the same policy.

    The DUO policy allows each traveller to make their own separate claims without impacting the benefit limits of the other traveller.

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  32. What is a Single policy?

    A Single policy can include you and your own dependents (your children or grandchildren under 21 and not in full time employment) travelling with you on your trip.

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  33. What is a Family policy?

    A Family policy is a policy for parents or grandparents travelling with their own dependents (children or grandchildren under the age of 21 and not in full time employment).

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  34. What is the Standard Saver policy and what does it cover?

    The Standard Saver policy provides cover for unexpected: cancellation, overseas medical emergencies, lost/damaged/stolen luggage and personal effects, personal liability and loss of travel documents.

    The Standard Saver policy is available for all international trips and can be tailored to suit your trip.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  35. What is the Basics policy and what does it cover?

    The Basics policy provides cover for unexpected medical emergencies and personal liability.

    The Basics policy is available for all international trips and can be tailored to suit your trip.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  36. What is the Domestic Plus policy and what does it cover?

    The Domestic policy is for trips taken within Australia where you will more than 200kms from your home.

    The Domestic policy provides cover for unexpected: cancellation, lost/damaged/stolen luggage and personal effects, travel delays, rental vehicle excess cover up to $5000, accidental death and personal liability.

    The Domestic policy is not applicable if you are taking a cruise in Australian waters. For cruises in Australian waters, you will need the Comprehensive, Standard Saver, Snow Sports Plus, Basics or Frequent Traveller Saver policies.

    The Domestic policy can also be tailored to suit your trip.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  37. What is the Frequent Traveller Saver policy and what does it cover?

    The Frequent Traveller Saver policy is our 12 month multi trip policy and is available to travellers aged 64 years of age and under.

    The Frequent Traveller Saver policy provides cover for unexpected: cancellation, overseas medical emergencies, lost/damaged/stolen luggage and personal effects, travel delays, missed connections, accidental death, permanent disability, loss of income, personal liability, loss of travel documents and credit cards and theft of cash.

    For an additional fee, your accompanying spouse/partner and dependant children/grandchildren can be covered if they travel with you 100% of the time.

    The Frequent Traveller Saver policy is available for all international and domestic trips and cruises and can be tailored to suit the trips you will be taking.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS.

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  38. What is the Snow Sports Plus policy and what does it cover?

    The Snow Sports Plus policy provides cover for Snow sports and is available to travellers aged 69 and under.

    The Snow Sports Plus policy provides cover for unexpected: cancellation, overseas medical emergencies, lost/damaged/stolen luggage and personal effects, travel delays, missed connections, accidental death, permanent disability, loss of income, personal liability, loss of travel documents and credit cards and theft of cash.

    The Snow Sports Plus policy is available for all international trips and can be tailored to suit your trip.

    Cover is subject to the policy terms, conditions, limits and exclusions in the PDS

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  39. How do I login to my account

    You can login to your account by going to the Your Policy tab on our website.

    You will need to enter your policy number, surname and date of birth to be able to access your policy details.

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  41. Is my spouse covered in a Frequent Traveller Saver policy?

    For an additional fee, your spouse and dependants can be covered with your Frequent Traveller Saver policy as long as they are travelling with you 100% of the time.

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  42. Do you have policies with no Medical Cover?

    Due to the high cost of medical expenses in some countries, all our policies provide medical cover in case of medical emergencies.

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  43. When is my policy valid?

    If you purchase a Comprehensive, Standard Saver, Snow Sports Plus, Domestic and Frequent Traveller Saver policy, the Trip Cancellation Expenses benefit starts as soon as your policy is issued.

    The rest of your policy benefits start when you leave for your trip and ends on your return date.

    If you purchase a Basics policy, your medical benefits start when you leave for your trip and ends on your return date.

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  44. Can I get a policy for 2 years?

    Yes you can for overseas policies. You would need to firstly take out a policy for the initial 12 months of your trip, and then extend your policy for the another 12 months once your policy starts.

    For more information contact us via email at info@fastcover.com.au or 1300 409 322

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  45. How can I change my policy?

    You can extend or amend the contact or traveller details by going to the Your Policy tab on our website and request a change to your policy.

    Alternatively you can send an email to info@fastcover.com.au or call our travel specialists on 1300 409 322.

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  46. I can't find my policy, what should I do?

    Contact us via email at info@fastcover.com.au or give our travel specialists a call on 1300 409 322 and they will be able to assist you.

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  47. I can't find the email from you with my policy details, what should I do?

    Firstly, check your SPAM or Junk folder. If you can't locate the email there, please contact us via email at info@fastcover.com.au or give our travel specialists a call on 1300 409 322 and they will be able to assist you.

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  48. What happens after I buy my policy?

    After your payment has been processed, your policy documents will be emailed to you.

    Your details will be registered in the emergency assistance team's traveller database so they'll be able to provide you with emergency assistance should you need it while travelling.

    If you purchased a Comprehensive, Standard Saver, Snow Sports Plus, Domestic or Frequent Traveller Saver policy, the Cancellation benefit starts as soon as your policy is issued. The rest of your policy benefits start when you leave for your trip and ends on your return date.

    If you purchase a Basics policy, your medical benefits start when you leave for your trip and ends on your return date.

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  50. Can I buy a policy if I have a Bridging Visa?

    No, you can only buy a policy if you are a resident of Australia and have an Australian Medicare card or you have a valid 457 visa.

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  51. When do I get my travel insurance documents?

    Your travel insurance documents including your policy certificate, emergency contact numbers and Product Disclosure Statement (PDS) will be emailed to you as soon as your payment has been processed.

    If you would like your policy to be posted to you, please send us an email at info@fastcover.com.au or call us on 1300 409 322.

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  52. I have a policy - can I return home within my travel dates and then go overseas again?

    For NEW policies and policy numbers starting with FCH: 
    Yes you can, your policy will be suspended when you return home, and reinstated when you return overseas, provided you have at least 14 days remaining on your period of insurance as stated on your Certificate of insurance.

    For policy numbers starting with FST: 
    Yes you can if you have a Comprehensive policy. Your policy will be suspended when you return home, and reinstated when you return overseas, provided you have at least 14 days remaining on your period of insurance as stated on your Certificate of insurance.

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  54. I have a Frequent Traveller Saver policy, but need to travel for more than the number of days specified on the policy for one of my trips. What do I do?

    You can either:

    1) Upgrade your Frequent Traveller Saver policy to increase the number of days permitted for each trip, or

    2) Purchase a Single policy for a specific trip for the number of days you'll be travelling over the duration specified on your policy. If you have added cover for your spouse on your Frequent Traveller Saver policy, you should purchase a DUO policy. If you have added cover for your spouse and dependants on your Frequent Traveller Saver policy, you should purchase a Family policy.

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  57. Can I cancel the second year of the policy as I’ve decided to return home early?

    No, once you have used the policy, you would not be able to cancel the policy. We don’t offer partial refunds for the unused portion of the policy.

    You can't cancel your policy if you have exercised any of your rights or powers under the policy (e.g. you have made a claim) or if the travel departure date (shown on your Certificate of Insurance) has passed within the 14 day cooling off period.

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  59. Can I cancel my policy if I haven't used it and haven't travelled?

    Yes, you can cancel your policy, however, we would NOT be able to refund the cost of your policy if you are outside of the 14 Day Cooling Off Period.

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  60. I have a frequent traveller saver policy for the Asia region, but for one of my trips I am going to the USA. What do I do?

    You have 2 options:
    1) Upgrade your Frequent Traveller Saver policy to the Worldwide region, OR
    2) Buy a single trip policy for the USA trip separately to your Frequent Traveller Saver policy.

    We are not able to upgrade only a portion of the Frequent Traveller Saver policy.

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  61. I am travelling with my mum - I have a Fast Cover policy and my mum has a travel insurance policy with another company. If my mum unexpectedly falls sick on the trip, will I still be covered under my policy if I return home with her?

    Yes, if you plan to travelling together for at least 75% of the time, you will be considered travelling companions and you will be able to claim for Trip Disruption Expenses.

    Cover is subject to the policy terms, conditions, limits and exclusions.

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  63. Is the premium the same for all ages between 18 - 59 years old?

    No, the premium is not the same for all ages.

    Policy premiums vary depending on your age, where you are going, how long you are going for and the type of activities and additional add-ons that you add to your policy,

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  64. If I am required to travel home for family illness, for what family members would my policy cover this event?

    The family members or relatives who would be covered in this situation would be the following people who are under 85 years of age and who is resident in Australia or New Zealand: you or your travelling companion’s spouse, de facto partner, parent, parent-in-law, daughter, son, daughter-in-law, son-in-law, brother, sister, brother-in-law, sister-in-law, uncle, aunt, niece, nephew, grandchild, grandparent, step-parent, step-son, step-daughter, fiancé or fiancée, or guardian.

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  65. Is repatriation as a direct result of terrorism included in the cover?

    If you are travelling and you are injured in an overseas terrorist attack, you still have cover for repatriation, provided you are not in a country or region that has a ‘Reconsider your need to travel’ or ‘Do not travel’ rating issued by the Australian government, prior to your arrival in that country or region.

    If a ‘Reconsider your need to travel’ or ‘Do not travel’ warning has been issued by smartraveller for the destinations you are planning on travelling to, there is NO cover for repatriation or any claims if you still choose to travel to that destination.

    Note:
    Before travelling to any destination, please make sure that you check the smartraveller travel alerts for the areas within the country that you plan to visit. While a country may have an overall travel warning of 'Exercise normal safety precautions' or 'High degree of caution', there may be areas within that country that have a 'Do not travel' or Reconsider your need to travel' alert. If you travel to an area which has a 'Do not travel' or Reconsider your need to travel' alert, there is NO cover for any claims.

    Cover is subject to the policy terms, conditions, limits and exclusions.

    For more information, read our article on Terror events and how they may affect your travel insurance.

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  66. Can I cancel my policy and get a full refund within 24 hours?

    You have 14 days from the purchase date of your policy (as set out in the Certificate of Insurance) to make sure you are happy with your policy (this is the Cooling off period). During these 14 days, you may cancel your policy by writing to us and we will give you a full refund, provided:
    1) You have NOT exercised or intend to excercise any of your rights or powers under the policy. E.g. you have made a claim, intend to make a claim or used the policy to obtain a visa;
    2) Your travel departure date (shown on your Certificate of Insurance) has NOT passed within the 14 day cooling off period. This means that from the purchase date of your policy, if there is less than 14 days to your departure date, the 14 day cooling off period does not apply. Your cooling off period would end on your departure date.

    If you have purchased a policy for the wrong destination, incorrect trip duration or need to make other changes to your policy, you may not need to cancel your policy. Contact us on 1300 409 322 or via email: info@fastcover.com.au and we would be happy to assist you.

    If you still wish to cancel your policy, and the above 2 points do not apply to you, we would be able to cancel your policy immediately. However, please allow 2 - 3 business days for the refund to appear in your bank statement.

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  67. When does the cancellation cover on my Frequent Traveller Saver policy start?

    The Cancellation cover on a Frequent Traveller Saver policy starts on the date that you specify on your policy, and not on the date of policy purchase (unless you specify the purchase date as the date that you wish for the policy to commence).

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  68. Why can't I start my Already overseas policy from today?

    A 48 hour waiting period applies to all Already Overseas policies, so it is not possible to start an Already Overseas policy on the day that you pay for your policy.

    Your policy benefits will start on the date specified on your policy.

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  69. What happens when my policy expires?

    Your policy expiry date is the Return date that you have specified on your policy. Your policy benefits will end on that Return date, whether or not you return to your home as planned.


    Please ensure that you are aware of your policy expiry date during your trip, so that before your policy ends, you can extend your policy if you wish to stay overseas longer than planned.


    1) If you are still overseas when your policy is about to expire and it is for a reason for which you can claim under your policy, the Emergency Assistance team will automatically extend your policy for you. For example: if you are injured in an accident or you unexpectedly become seriously ill.

    2) If you are still overseas when your policy is about to expire and you are not sure if the reason is something for which you can claim under your policy: you should log into your policy online and extend your policy, or you can contact us in business hours and we can extend your policy for you (please take into account the time difference when considering this option). If you then find that the reason is for something for which you can claim under you policy, you can put in a claim for the cost of the policy extension.

    3) If you are still overseas when your policy is about to expire and it is NOT for a reason for which you can claim under your policy: you should log into your policy online and extend your policy, or you can contact us in business hours and we can extend your policy for you (please take into account the time difference when considering this option).

    4) If you are on the final day (expiry date) of your policy and it is NOT for a reason for which you can claim under your policy, you can still extend your policy: log into your policy online and extend your policy, or you can contact us in business hours and we can extend your policy for you (please take into account the time difference when considering this option).

    5) If you are past the expiry date of your policy, you can purchase an Already Overseas* policy to cover you for the remaining time that you are overseas.

    *Please note that policies purchased while you are already overseas are subject to:
    • a 48-hour waiting period for all benefits.
    • a $500 excess for all claims.

    Other eligibility requirements apply if you are purchasing a policy when you have already left Australia.

    Please refer to our PDS for more information.

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  70. I am having trouble downloading my documents. What do I do?

    You can:
    1) Log into your policy online using your Policy number, Surname and Date of Birth and download your policy certificate,
    2) Send an email to info@fastcover.com.au and we will resend your policy documents,
    3) Call us on 1300 409 322 and we will resend your policy documents to you.

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  71. I am overseas and am planning on giving birth to my child while I am travelling. Can I add my newborn child to my current policy?

    It would not be possible to add your child to your policy if the child will be born overseas, as the child would not be an Australian citizen at birth. To be able to add your child to your policy, they would need to be an Australian citizen.

    Please note that we do not cover for any costs related to or associated with childbirth or the health and care of a newborn child.

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  72. I have a 12 month snow sports plus policy. I want to extend my policy for another year, but I don't want a snow sports plus policy for the second year. Can I do this?

    If you have a Snow Sports Plus policy and wish to extend this policy for another year, it would not be possible to remove the snow cover from your policy.

    If you wish to end your snow cover, you would need to purchase an Already Overseas policy for the period that you wish to stay overseas, past the original return date of your policy.

    Please note that policies purchased to begin while you are already overseas are subject to:
    * a 48 hour waiting period for all benefits; and
    * a $500 excess for all claims. It is not possible to reduce this excess.

    Other eligibility requirements apply if you are purchasing a policy when you have already left Australia.

    Please refer to our PDS for more information.

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Email us

info@fastcover.com.au

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