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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.

Frequently Asked Questions about "high value items"

  1. How many specified high value items can I add to my policy?

    There is no limit on the number of items that you specify high value items for.

    However, the maximum we will pay for any single Specified High Value item or set is $5000, and all Specified High Value items combined is $10000.

    Please note that it is not possible to purchase Specified High Value items for jewellery, fragile or brittle items, bicycles (if you require cover for your bicycle, you have the option of purchasing the Bike Pack) and watercraft other than surfboards.

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  2. What is Specified High Value Item Cover?

    Specified high value item cover allows you to pay an additional fee to increase the cover specifically for an item up to a maximum of $5000, and a total of $10 000 for all specified items combined.

    No depreciation is applied to specified high value items.

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  3. If I specify high value items, is this amount additional to the luggage cover already included in the policy?

    Yes, the cover purchased by specifying an item of higher value is additional to the limit under the unspecified cover.

    For example: You have a Comprehensive policy and you purchase Specified High Value Item cover for your phone up to $2000. You would still have the $10,000 unspecified cover for your other luggage and personal effects, which would be subject to policy limits and depreciation. Cover for your nominated item (phone) is up to $2000, and would not be included in the $10 000 limit for unspecified items. No depreciation would apply to the phone if it was lost, stolen or damaged, but the most you could claim for the phone would be the original purchase price.

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  4. What does 'Specified High Value Items' mean in the PDS?

    'Specified high value items' means luggage and personal effects that have been listed as covered on your Certificate of Insurance with a nominated sum insured.

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  5. 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.

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  6. Can I buy extra cover for my valuable items?

    Specified High Value Items Cover

    Additional cover can be purchased under the Comprehensive, Standard Saver, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies for Specified High Value Items (specified items) luggage and personal effects (excluding jewellery, fragile or brittle items, bicycles and watercraft other than surfboards) up to $5,000 for any single item and $10,000 in total for all Specified High Value Items combined.

    Depreciation and the standard item limits under Benefit 14 of the PDS will not apply to these specified items.

    The amount of additional cover you purchase will be shown on your Certificate of Insurance.

    Your nominated limit for 'Specified High Value Items' cover will be shown on your Certificate of Insurance. Receipts and/or valuations must be provided in the event of a claim.

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

     

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  7. 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.

    Subject to the item sub limits set out on the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation in the PDS.
    No depreciation will be applied to luggage and personal effects purchased duty free prior to your departure, luggage and personal effects purchased during your trip, or Specified High Value Items listed on your Certificate of Insurance.

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  8. Is a camera and its lenses treated as separate items and hence each lens is covered for up to $750?

    No, all of your camera equipment is treated as one item. Camera Equipment has a standard coverage of $3,000*, although you can increase the cover to a maximum of $10,000 by buying Specified High Value Item Cover.

    *If you have purchased this option on the Basics Policy cover is limited $2,000. Specified High Value Item Cover is not available for the Basics Policy.

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  9. I have a camera, 4 lenses, tripod and other camera accessories. If I buy additional cover for only 2 of my lenses, how will that affect the cover on my camera and other accessories?

    The 2 lenses that you have purchased additional cover for will be covered up to the value that you have specified.

    The camera and the rest of the other camera accessories (unspecified items) will be covered up to $3000*, less depreciation.

    *If you have purchased this option on the Basics Policy cover is limited $2,000.

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  10. How is Depreciation on items applied?

    Depreciation is applied based on the age and wear and tear of the item.  

    Subject to the item sub limits set out on the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation on page 75 of the PDS.
    No depreciation will be applied to luggage and personal effects purchased duty free prior to your departure, luggage and personal effects purchased during your trip, or Specified High Value Items listed on your Certificate of Insurance.

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  11. What does 'unspecified items' mean in the PDS?

    'unspecified items' means luggage and personal effects that have not been listed as covered on your certificate of Insurance with a nominated sum insured.

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  12. What is covered under 'Luggage and personal effects'?

    You have this cover if you chose the Comprehensive, Standard Saver, Snow Sports Plus, Domestic, Frequent Traveller Saver and Basics (optional add-on) policies.

    PLEASE NOTE: for the purpose of this Benefit in the PDS:

    • 'specified items' refers to luggage and personal effects that have been listed as covered on your Certificate of Insurance with a nominated sum insured
    • 'unspecified items' refers to luggage and personal effects that have not been listed as covered on your Certificate of Insurance with a nominated sum insured.

    We will pay:

    • Up to the limits set out in the Benefit Summary above, if during your trip, an item of your luggage and personal effects is permanently lost, stolen or accidentally damaged, we will, at our option:
      o Repair the item
      o Replace the item, or
      o Pay you the amount it would cost us to repair or replace the item.

      Subject to the item sub limits set out on the Benefit Summary above, the most we will pay is the
      original purchase price of the item less any depreciation that applies. Depreciation will be calculated
      as detailed under the heading Depreciation in the PDS.


    No depreciation will be applied to luggage and personal effects purchased duty free prior to your
    departure, luggage and personal effects purchased during your trip, or Specified High Value Items
    listed on your Certificate of Insurance.

    Where an item is part of a pair or set, we will pay no more than the value of the lost, damaged or
    stolen part, regardless of any special value that the item may have had as part of a pair or set.

    A pair or related set of items are considered as only one item and the appropriate single item limit will
    be applied. For example, but not limited to:
    o a camera, lenses (attached or not), tripod and accessories; or
    o a matching pair of earrings.

    The most we will pay if your luggage and personal effects are stolen from the locked boot or from a locked storage compartment of an unattended motor vehicle during daylight hours is $200 for each item, and $2,000 in total for all stolen items, even if you have purchased Specified High Value Item Cover.

    We will not pay:

    • If your luggage and personal effects were left unsupervised in a public place.
      • If the loss, theft or damage is to items left behind in any accommodation, hotel or motel room after you have checked out or items left behind in any aircraft, cruise ship, ferry, train, tram, taxi or bus or rental vehicle.
      • For the loss, theft, or damage of jewellery, mobile phone, camera, video camera, personal computer, computer equipment or their accessories that were transported in the cargo hold of any carrier.
      • For the loss, theft or damage of jewellery, watches, mobile phones, cash, bank cards or travel documents not carried on your person when using transport providers.
      • If your jewellery, watches, mobile phones, camera, video camera, personal computer, computer equipment, are lost or stolen from your accommodation where a safe or locker has been provided and you fail to use it.
      • If the luggage and personal effects were left during the daylight hours in an unattended motor vehicle, unless they were locked in the boot or in a locked storage compartment.
      • If the luggage and personal effects were left in an unattended motor vehicle overnight, even if they were locked in the boot or in a locked storage compartment.
      • If the luggage and personal effects were left with a motorcycle, moped or scooter, even if they were locked in a locked storage compartment.
      • If the luggage and personal effects were being sent unaccompanied or by post, courier or under a freight contract.
      • If your jewellery, mobile phone, camera, video camera, personal computer, computer equipment or their accessories are transported in the cargo hold of any aircraft, cruise ship, ferry, train, tram or bus.
      • If you do not report the loss, theft or misplacement of the luggage and personal effects within 24 hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or misplacement occurred. You must prove that you made such
      report by providing us with a written statement from whoever you reported it to.
      • If the loss relates to a mobile phone or device with phone capabilities and you are unable to supply the IMEI (International Mobile Equipment Identity) number. You are also required to block the IMEI number (by Australian telecommunication providers) of the stolen or lost mobile phone or device. We will not pay if the IMEI has not been blocked.
      • If the loss or damage is to, or of, sporting equipment (including bicycles and surfboards) while in use.
      • The loss, theft or damage is to or of bicycles unless you have purchased the optional Bicycle Cover and it is listed on the Certificate of Insurance.
      • The loss, theft or damage is to household equipment, mobile phone prepaid minutes you have not used, mobile rental charges or payments, motor vehicles and accessories, or items of a perishable nature (meaning items that can decay or rot and will not last for long).
      • The loss, theft or damage is to watercraft of any type (other than surfboards).
      • The loss or damage arises from any process of cleaning, repair or alteration.
      • The loss or damage arises from ordinary wear and tear, deterioration, atmospheric or weather conditions, insects, rodents or vermin.
      • The loss or damage arises an electrical or mechanical breakdown.
      • If the loss or damage is to, or of, fragile items made of glass or other brittle materials (such as glassware, china, ceramics, pottery, etc) or is an electronic component which is broken or scratched, unless either:
      o it is the lens of spectacles, binoculars or photographic or video equipment; or
      o the breakage or scratch was caused by a crash involving a vehicle in which you were travelling.
      • You are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft, or damage occurred. However, if you are not reimbursed the full amount of your claim, we will pay the difference between the amount of your loss and what you were reimbursed, up to the limit of your cover (allowing for depreciation due to age, wear and tear).
      • For more than the applicable limits set out in the Benefit Summary in the PDS.
      • For damage to a drone while in use or confiscation of a drone by authorities whether in use or not.

     

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

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  13. Is Hyperlipidaemia (High Blood Lipids) covered?

    Yes, provided:

    a) you do not also suffer from a known cardiovascular disease and/ or Diabetes, and

    b) you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the 24 months prior to the time of policy issue. 

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

    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 Product Disclosure Statement (PDS) to ensure that it is suitable to you.

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  14. Is Hypertension (High Blood Pressure) covered?

    Yes, provided:

    a) you do not also suffer from a known cardiovascular disease and/ or Diabetes, and

    b) you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the 24 months prior to the time of policy issue. 

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

    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 Product Disclosure Statement (PDS) to ensure that it is suitable to you.

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  15. How much am I covered for If my luggage is stolen from the locked boot or storage compartment of an unattended motor vehicle during daylight hours?

    The most we will pay if your luggage and personal effects are stolen from the locked boot or from a locked storage compartment of an unattended motor vehicle during daylight hours is $200 for each item, and $2,000 in total for all stolen items, even if you have purchased Specified High Value Item Cover.

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  16. What is 'Delay of Luggage and personal effects' cover?

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

    PLEASE NOTE: You will not have cover under this Benefit of the PDS while traveling in Australia.

    We will pay:

    • If any items of your luggage and personal effects are delayed, misdirected or misplaced by the carrier for more than 12 hours whilst you are on your trip, and in our opinion it was reasonable for you to purchase essential items of clothing or other personal items.
    • Cover is limited $500.

    We will not pay:

    • If you are entitled to compensation from the bus line, airline, shipping line or rail authority you were travelling on for the relevant amount claimed. However, if you are not reimbursed the full amount, and your loss is coverable under your policy, we will pay the difference between the amount of your expenses and what you were reimbursed up to the limit of your
    • Once you return to your home or after the period of insurance.
    • For more than the applicable limits set out in the Benefit Summary of the PDS.

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  17. What does 'Single Item Limit' mean for a collection of items?

    When an item is part of a collection, for example a set of baseball cards, and you lose one item of the collection, the most you can claim for is the value of the single item and not the value of the single item as a part of the complete collection.

    Example: A complete set of 20 baseball cards is worth $5000, however, if you took the individual value of each card, the total would add up to $2000 (each card would only be worth $100). This is because having the entire set of the baseball cards would be very rare, so there is a $3000 premium on the full set. If you lose 2 of the cards, the most you could claim for would be $200, so $2000 divided by 20 and then multiplied by 2, and NOT $5000 divided by 20 and then multiplied by 2.

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  18. What does 'Single Item Limit' mean for a pair of items?

    When an item is part of a pair, for example earrings or hearing aids, and you lose one item of the pair, the most you can claim for is the value of the single item.

    Example: the most you can claim for earrings is $750. If you lose one of a pair of earrings and the pair of earrings are worth $2000, the most you can claim for is $750. If the pair of earrings is worth $500. then you can only claim up to $250 for the lost earring.

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  19. 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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  20. What is the meaning of 'Luggage and Personal Effects'

    'Luggage and Personal Effects' means any personal items owned by you and that you take with you, or buy, on your trip and which are designed to be worn or carried about with you. This includes items of clothing, personal jewellery, unset precious or semi-precious stones, photographic and video equipment, personal computers, electrical devices or portable equipment.

    However, it does not mean a bicycle, any business sample, passports, travel documents, cash, bank notes, currency notes, watercraft of any type (except surfboards), furniture, furnishings, household appliances, hired items or items that you intend to trade.

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  21. Is Hypercholesterolaemia (High Cholesterol) covered?

    Yes, provided:

    a) you do not also suffer from a known cardiovascular disease and/ or Diabetes, and

    b) you have not been hospitalised (including day surgery or emergency department attendance) for that condition in the 24 months prior to the time of policy issue. 

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

    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 Product Disclosure Statement (PDS) to ensure that it is suitable to you.

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  22. I've lost my luggage, what do I do now?

    You must report the loss within 24 hours to the bus line, airline, shipping line or rail authority you were travelling on when the loss occurred, and obtain a written statement from them.

    You can put a claim in for the loss while you are still travelling or upon your return to Australia. You can make a claim online at https://fastcover.com.au/claims, by phone, by post or via email.

    Visit our claims page for more information.

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  23. Can I make a claim for my luggage and personal effects if I don't have receipts?

    Yes, you can still make a claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.

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  24. What is 'Bicycle' cover?

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

    Cover under this benefit is subject to the following conditions:

    • You only have this benefit if you purchased the Bicycle Pack in connection with an eligible policy.
    • There is no cover while a bicycle is in use.
    • Your bicycle must be less than 3 years old and have a value of at least $1,500.
    • The most we will pay per bicycle is $5,000 up to $15,000 in total for all bicycles.
    • The most we will pay for bicycle accessories is $750 as luggage and personal effects. You may choose to cover additional bicycle accessories under Specified High Value Items.
    • You must take care to protect and secure your bicycle at all times. This means:
       * You must, whenever your bicycle is unsupervised in a public place, secure the bicycle frame and wheels to a fixed object with an approved lock.
       * You must not store your bicycle outside overnight (including in a motor vehicle, in a locked storage compartment, or on a bicycle rack).
       * You must, when you are transporting your bicycle by aircraft, securely pack it in a bike case or other container designed for bicycles.
       * You must, when you are transporting your bicycle by motor vehicle, keep it inside the locked vehicle or locked storage compartment and obscured from view, or locked and secured to a properly fixed bicycle rack via the lockable security provision of the bicycle rack.
    • Where a claim is for the loss or theft of, or damage to, a bicycle, you must:
       * report the loss or theft within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss or theft occurred.
       * provide us with a copy of the written report to the police or office of the bus line, airline, shipping line or an office of the bus line, airline, shipping line or rail authority you were travelling on.
       * provide us with evidence of the broken lock or securing device or forced entry into a locked storage compartment.

    We will pay:

    If, during your trip, a bicycle owned by you is permanently lost, stolen, or accidentally damaged we will at our option:
    • Repair the item; or
    • Replace the item; or
    • Pay you the amount it would cost us to repair or replace the item.


    Subject to the limits shown in the Benefit Summary in the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation in the PDS.

    No depreciation will be applied to bicycles purchased duty free prior to your departure or during your trip.


    Where an item is part of a pair or set, we will pay no more than the value of the lost, damaged or stolen part, regardless of any special value that the item may have had as part of a pair or set.

    We will not pay:

    • If the bicycle is more than 3 years old at the time the Certificate of Insurance was issued.
    • If the bicycle has a value of less than $1,500.
    • If the loss or damage is to, or of, a bicycle while in use.
    • If the bicycle was left unsupervised in a public place unless the bicycle frame and wheels were secured to a fixed object with an approved lock.
    • If the bicycle is damaged while being transported by aircraft and you have not securely packed it in a bike case or other container designed for bicycles.
    • If the bicycle is lost, stolen or damaged while being transported by motor vehicle unless it has been kept inside the locked vehicle or locked storage compartment and obscured from view, or locked and secured to a properly fixed bicycle rack via the lockable security provision of the bicycle rack.
    • If the bicycle is lost, stolen or damaged while stored outside overnight (including in a motor vehicle, in a locked storage compartment, or on a bicycle rack).
    • If the bicycle has a mechanical, electrical or electronic breakdown.
    • For damage arising from or caused whilst your bicycle is being transported on a motor vehicle mounted bicycle rack.
    • For damage arising from or caused by your bicycle being driven over by a motor vehicle.
    • For scratching or denting or any cosmetic damage that does not impair the function and performance of the bicycle.
    • If you leave your bicycle in any aircraft, cruise ship, ferry, train, tram, taxi or bus, or in any hotel or motel room after you have checked out.
    • For repairing pre-existing or old damage, faulty workmanship, or incomplete repairs that existed at the time the Certificate of Insurance was issued.
    • For crushing, cracking or deformation of your bicycle caused by tightening or clamping.
    • For loss or damage that arises from ordinary wear and tear or deterioration.
    • If the loss or damage arises from any process of cleaning, repair or alteration.
    • If the loss or damage arises from atmospheric or weather conditions, insects, rodents or vermin.
    • If the bicycle was being sent unaccompanied or under a freight contract.
    • If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. However, if you are not reimbursed the full amount of your claim, we will pay the difference between the amount of your loss and what you
    were reimbursed, up to the limit of your cover (allowing for depreciation due to age, wear and tear). 
    • If you do not report the loss, theft or damage within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. You must prove that you made such report by providing us with a written statement from
    whoever you reported it to.
    • For more than the applicable limits set out in the Benefit Summary in the PDS.


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

     

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  25. Are a matching pair of earrings considered 2 separate items?

    No, a matching pair of earrings are considered one item and the pair would be covered up to a maximum of $750 and is subject to depreciation.

    As a pair of earrings are considered 1 item - if you lose one earring, the appropriate single item limit will apply. For example, if the pair of earrings are worth $500 and you lost one of the earrings, you would be able to claim up to a maximum of $250 for that earring. It is not possible to increase the cover on jewellery.

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

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  26. What does 'Unsupervised' mean in the PDS?

    'Unsupervised' means:

    • leaving your luggage and personal effects with a person you did not know prior to commencing your trip; or
    • leaving your luggage and personal effects with a person not named on your certificate of insurance or who is not a travelling companion, or
    • leaving your luggage and personal effects where they can be taken without your knowledge, including but not limited to on the beach, poolside while you swim, in the seat pocket of your plane seat and includes if you are asleep and your belongings are taken without your knowing; or
    • leaving your luggage and personal effects at such a distance from you that you are reasonably unable to prevent them from being taken; or
    • forgetting or misplacing your luggage and personal effects, leaving them behind or walking away from them.

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  27. What is the Bicycle Pack?

    No cover is provided for bicycles under Benefit 14 (Luggage & Personal Effects) of the PDS and bicycles are not insured by your policy, unless the BICYCLE PACK is purchased under the Comprehensive, Standard Saver, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies. You will only have cover under Benefit 26 (Bicycles Pack) of the PDS if you select this option at the time of purchase and you have paid the required additional premium.

    Important cover conditions 

    Cover under this benefit is subject to the following conditions:

    • You only have this benefit if you purchased the Bicycle Pack in connection with an eligible policy.
    • There is no cover while a bicycle is in use.
    • Your bicycle must be less than 3 years old and have a value of at least $1,500.
    • The most we will pay per bicycle is $5,000 up to $15,000 in total for all bicycles.
    • The most we will pay for bicycle accessories is $750 as luggage and personal effects. You may choose to cover additional bicycle accessories under Specified High Value Items. 
    • You must take care to protect and secure your bicycle at all times. This means:
      • You must, whenever your bicycle is unsupervised in a public place, secure the bicycle frame and wheels to a fixed object with an approved lock. o You must not store your bicycle outside overnight (including in a motor vehicle, in a locked storage compartment, or on a bicycle rack). o You must, when you are transporting your bicycle by aircraft, securely pack it in a bike case or other container designed for bicycles.
      • You must, when you are transporting your bicycle by motor vehicle, keep it inside the locked vehicle or locked storage compartment and obscured from view, or locked and secured to a properly fixed bicycle rack via the lockable security provision of the bicycle rack.
    • Where a claim is for the loss or theft of, or damage to, a bicycle, you must:
      • report the loss or theft within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss or theft occurred.
      • provided us a copy of the written report to the police or office of the bus line, airline, shipping line or an office of the bus line, airline, shipping line or rail authority you were travelling on.
      • provide us evidence of the broken lock or securing device or forced entry into a locked storage compartment.

    We will pay:

    If, during your trip, a bicycle owned by you is permanently lost, stolen, or accidentally damaged we will at our option:

    • Repair the item
    • Replace the item, or
    • Pay you the amount it would cost us to repair or replace the item.

    Subject to the limits shown in the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation in the PDS.

    No depreciation will be applied to bicycles purchased duty free prior to your departure or during your trip.

    Where an item is part of a pair or set, we will pay no more than the value of the lost, damaged or stolen part, regardless of any special value that the item may have had as part of a pair or set.

    We will not pay:

    • If the bicycle is more than 3 years old at the time the Certificate of Insurance was issued.
    • If the bicycle has a value of less than $1,500.
    • If the loss or damage is to, or of, a bicycle while in use.
    • If the bicycle was left unsupervised in a public place unless the bicycle frame and wheels were secured to a fixed object with an approved lock.
    • If the bicycle is damaged while being transported by aircraft and you have not securely packed it in a bike case or other container designed for bicycles.
    • If the bicycle is lost, stolen or damaged while being transported by motor vehicle unless it has been kept inside the locked vehicle or locked storage compartment and obscured from view, or locked and secured to a properly fixed bicycle rack via the lockable security provision of the bicycle rack.
    • If the bicycle is lost, stolen or damaged while stored outside overnight (including in a motor vehicle, in a locked storage compartment, or on a bicycle rack).
    • If the bicycle has a mechanical, electrical or electronic breakdown.
    • For damage arising from or caused whilst your bicycle is being transported on a motor vehicle mounted bicycle rack.
    • For damage arising from or caused by your bicycle being driven over by a motor vehicle. For scratching or denting or any cosmetic damage that does not impair the function and performance of the bicycle.
    • If you leave your bicycle in any aircraft, cruise ship, ferry, train, tram, taxi or bus, or in any hotel or motel room after you have checked out.
    • For repairing pre-existing or old damage, faulty workmanship, or incomplete repairs that existed at the time the Certificate of Insurance was issued.
    • For crushing, cracking or deformation of your bicycle caused by tightening or clamping.
    • For loss or damage that arises from ordinary wear and tear or deterioration.
    • If the loss or damage arises from any process of cleaning, repair or alteration.
    • If the loss or damage arises from atmospheric or weather conditions, insects, rodents or vermin.
    • If the bicycle was being sent unaccompanied or under a freight contract.
    • If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. However, if you are not reimbursed the full amount of your claim, we will pay the difference between the amount of your loss and what you were reimbursed, up to the limit of your cover (allowing for depreciation due to age, wear and tear).
    • If you do not report the loss, theft or damage within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.

    For more than the applicable limits set out in the Benefit Summary in the PDS. Please also read General Exclusions that apply to all benefits in the PDS.

     

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  28. What is an unspecified item?

    Unspecified items are your belongings that are not specifically listed on your certificate of insurance, so the standard item limits and depreciation applies to these items.

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  29. Is Diabetes Mellitus (Type I) covered?

    Diabetes Mellitus (Type I) providing you:

    a) were diagnosed over 12 months ago, and

    b) have no eye, kidney, nerve or vascular complications, and

    c) do not also suffer from known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia, and

    d) are under 50 years of age at the date of policy purchase.

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

    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 Product Disclosure Statement (PDS) to ensure that it is suitable to you.

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  30. Is Diabetes Mellitus (Type II) covered?

    Diabetes Mellitus (Type I) providing you:

    a) were diagnosed over 12 months ago, and

    b) have no eye, kidney, nerve or vascular complications, and

    c) do not also suffer from known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia.

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

    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 Product Disclosure Statement (PDS) to ensure that it is suitable to you.

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  31. Can I still claim if I don't have proof of purchase of my items? (e.g. I bought the item from a friend and paid them cash for it)

    Yes, you can still make a claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership, and you may submit photographic evidence to do so.

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  32. 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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  33. How many times can I use the Rental vehicle excess benefit?

    You can claim on your Rental Vehicle Excess benefit as many times as you like up to the maximum value ($5000 or $8000) that you have chosen.

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  34. What is 'Snow Sports Equipment' cover?

    You only have this cover if you chose the Snow Sports Plus and Domestic policies.

    Cover under this benefit is subject to the following conditions:

    • There is no cover while snow sports equipment is in use.
    • You must take care to protect and secure your snow sports equipment at all times. This means:
    • You must not leave your snow sports equipment unsupervised or in a public place or unattended at any time in the passenger compartment of a motor vehicle.
    • You must not store your snow sports equipment in a motor vehicle overnight.
    • You must, when you are transporting your snow sports equipment by aircraft, securely pack it in a ski or snowboard case or other container designed for snow sports equipment.
    • You must, when you are transporting your snow sports equipment by motor vehicle, only place it in the locked boot or locked storage compartment and obscured from view.
    • Limits apply if your snow sports equipment is stolen from a motor vehicle while it is unoccupied.
    • Where a claim is for the loss or theft of, or damage to, snow sports equipment, you must:
    • report the loss or theft within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss or theft occurred.
    • provided us a copy of the written report to the police or office of the bus line, airline, shipping line or an office of the bus line, airline, shipping line or rail authority you were travelling on.

    We will pay:

    • Up to the limits set out in the Benefit Summary above, if during your trip, snow sports equipment owned by you is permanently lost, stolen, accidentally damaged, we will, at our option:
      • Repair the item
      • Replace the item, or
      • Pay you the amount it would cost us to repair or replace the item.

     

    Subject to the limits shown in the Benefit Summary of the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies. Depreciation will be calculated as detailed under the heading Depreciation in the PDS.

     

    No depreciation will be applied to snow sports equipment purchased duty free prior to your departure, snow sports equipment purchased during your trip.

    Where an item is part of a pair or set, we will pay no more than the value of the lost, damaged or stolen part, regardless of any special value that the item may have had as part of a pair or set.

     

    If your snow sports equipment is stolen from an unoccupied motor vehicle then the most we will pay under any circumstances is $200 for each item, pair or set, and $1,000 in total for all stolen items.

     

    We will not pay if:

    • The loss or damage is to, or of, snow sports equipment while it is in use.
    • The snow sports equipment was left unsupervised in a public place.
    • If you leave your snow sports equipment in any aircraft, ship, train, tram, taxi or bus or in any hotel or motel room after you have checked out.
    • If the snow sports equipment was left unattended in a motor vehicle, unless it was left in the locked boot or locked storage compartment of a motor vehicle and obscured from view.
    • If the snow sports equipment was left overnight in a motor vehicle, even if it was left in the locked boot or locked storage compartment of a motor vehicle and obscured from view.
    • If the snow sports equipment was being sent unaccompanied or under a freight contract.
    • If the loss or damage arises from any process of cleaning, repair or alteration.
    • If the loss or damage arises from ordinary wear and tear, deterioration, atmospheric or weather conditions, insects, rodents or vermin.
    • If the snow sports equipment suffers an electrical or mechanical breakdown.
    • If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. However, if you are not reimbursed the full amount of your claim, we will pay the difference between the amount of Your loss and what you were reimbursed, up to the limit of your cover (allowing for depreciation due to age, wear and tear).
    • If you do not report the loss, theft or damage within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
    • For more than the applicable limits set out in the Benefit Summary of the PDS.

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

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  35. Am I covered for Trip Cancellation Expenses if I am in the Armed Forces (army/navy/air force) and are recalled to work unexpectedly?

    Yes, we have special provisions in place for Trip Cancellation Expenses for members of the Australian Armed Forces where their pre-arranged leave is cancelled by their employer. However, if you have bought a policy where there was a high expectation of you being recalled, you may not be covered.

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  36. Do I have to hand over my passport to receive medical treatment?

    You should not give anyone your original passport other than if required by the police or airport authorities.

    Remember to take a photo and a few photocopies of your passport whenever you travel overseas in case it is required.

    If you require assistance, contact the Emergency Assistance team, the nearest Australian Embassy, High Commission or Consulate.

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  37. What is the Golf Pack?

    You can purchase the Golf Pack under the Comprehensive, Standard Saver, Snow Sports Plus, Domestic Plus and Frequent Traveller Saver policies by paying an additional premium. You will only have the cover provided in the Golf Pack if you select this option at the time of purchase and you have paid the required additional premium. Please refer to the BENEFIT SUMMARY and the applicable section in of the PDS for details.

    Important cover conditions

    • Cover under this benefit is subject to the following conditions:
    • You only have this benefit if you purchased the Golf Pack in connection with an eligible policy.
    • There is no cover while golf equipment is in use.
    • You must take care to protect and secure your golf equipment at all times. This means:
      • You must not leave your golf equipment unsupervised or in a public place or at any time in the passenger compartment of an unattended motor vehicle.
      • You must not store your golf equipment in a motor vehicle overnight.
      • You must, when you are transporting your golf equipment by aircraft, securely pack it in a case or other container designed for golf equipment.
      • You must, when you are transporting your golf equipment by motor vehicle, only place it in the locked boot or locked storage compartment and obscured from view.
    • The limits set out in the Benefit Summary in the PDS apply to all claims in total under this benefit.
    • Where a claim is for the loss or theft of, or damage to, golf equipment, you must: o report the loss or theft within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss or theft occurred. o provided us a copy of the written report to the police or office of the bus line, airline, shipping line or an office of the bus line, airline, shipping line or rail authority you were travelling on.

    We will pay:

    • Up to the limits set out in the Benefit Summary in the PDS, If you are injured or become sick during your trip and are unable to play golf, we will pay the value of any unused, non-refundable, pre-paid green fees. You must provide us with written confirmation from your medical practitioner of the nature of your injury or sickness.

    If, during your trip, golf equipment owned by you is permanently lost, stolen or accidentally damaged, we will, at our option:

    • Repair the item
    • Replace the item, or
    • Pay you the amount it would cost us to repair or replace the item.

    Subject to the limits set out in the Benefit Summary in the PDS, the most we will pay is the original purchase price of the item less any depreciation that applies.

    Depreciation will be calculated as detailed under the heading Depreciation of the PDS. No depreciation will be applied to golf equipment purchased duty free prior to your departure, golf equipment purchased during your trip.

    Where an item is part of a pair or set, we will pay no more than the value of the lost, damaged or stolen part, regardless of any special value that the item may have had as part of a pair or set. If your golf equipment is stolen from an unoccupied motor vehicle then the most we will pay under any circumstances is $200 for each item, pair or set, and $1,000 in total for all stolen items.

    • We will reimburse you, up to the limits set out in the Benefit Summary in the PDS, for the costs of hiring alternative golf equipment that is necessary to continue with your original itinerary if:
      • we approve a claim by you under this Golf Pack for accidental loss, theft of, or damage to golf equipment owned by you; or
      • Golf equipment owned by you has been misdirected or delayed for a period of more than 24 hours.
    • We will also reimburse you the golf equipment hire insurance excess if you have chosen and paid for golf equipment hire cover from the hire company or agency and you are charged an excess following the loss of, or damage to the golf equipment hired by you.

    We will not pay:

    • If the loss or damage is to, or of, golf equipment while it is in use.
    • If the golf equipment was left unsupervised in a public place.
    • If you leave your golf equipment in any aircraft, cruise ship, ferry, train, tram, taxi or bus, or in any hotel or motel room after you have checked out.
    • If the golf equipment was left in an unattended a motor vehicle, unless it was left in the locked boot or locked storage compartment of a motor vehicle and obscured from view.
    • If the golf equipment was left overnight in a motor vehicle, even if it was left in the locked boot or locked storage compartment of a motor vehicle.
    • If the golf equipment was being sent unaccompanied or under a freight contract.
    • If the loss or damage arises from any process of cleaning, repair or alteration.
    • If the loss or damage arises from ordinary wear and tear, deterioration, atmospheric or weather conditions, insects, rodents or vermin.
    • If the golf equipment suffers an electrical or mechanical breakdown.
    • If you are entitled to be reimbursed by the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. However, if you are not reimbursed the full amount of your claim, we will pay the difference between the amount of your loss and what you were reimbursed, up to the limit of your cover (allowing for depreciation due to age, wear and tear).
    • If you do not report the loss, theft or damage within 24-hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the loss, theft or damage occurred. You must prove that you made such report by providing us with a written statement from whoever you reported it to.
    • For more than the applicable limit set out in the Benefit Summary of the PDS.

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

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  38. Does travel insurance cover mobile phones?

    Phones are covered up to a maximum of $1000 and subject to depreciation.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your mobile phone for an additional fee.

    Specified items are not subject to depreciation.

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

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  39. How much are my sunglasses covered for?

    Sunglasses are covered up to $750 and is subject to depreciation.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your sunglasses for an additional fee. No depreciation applies to specified items.

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

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  40. How much is my wedding dress covered for?

    Wedding dresses are covered up to $750 and is subject to depreciation.

    If you take out a Comprehensive policy, you can purchase additional cover up to a maximum of $5000 for your wedding dress for an additional fee. No depreciation applies to specified items.

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

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  41. We have a DUO policy - if we both get our luggage stolen, is that one claim or two claims?

    Each traveller listed on the policy must make their own separate claim for the items that they have lost, and pay the applicable excess for each claim.

    E.g. If the excess on your DUO policy is $200, and you both lose your luggage, each of you would need to pay $200 in excess when submitting your claim.

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  42. 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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  43. 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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  44. What are Additional Options or Add-ons?

    Additional options or Add-ons are extra cover you can purchase with your policy so you can tailor your policy to suit the type of holiday you're taking.

    Depending on the policy you choose, Additional Options include cover for Adventure sports, Rental Vehicle Excess, extra cover cover for valuable items, Golf pack and Bike pack.

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  45. How much are my hearing aids covered for?

    Hearing aids are covered up to $750 and are subject to depreciation.

    Note that a pair of hearing aids are considered 1 item, so if you lose just one hearing aid, the appropriate single item limit will be applied.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your hearing aids for an additional fee. No depreciation is applied to specified items.

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

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  46. Are drones covered under my policy?

    Yes, drones (including camera drones) are covered under the luggage and personal effects benefit for $750 and is subject to depreciation.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your drone for an additional fee. No depreciation is applied to specified items.

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

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  47. How much is my camera covered for?

    Cameras are covered up to a maximum of $3000* and is subject to depreciation.

    Camera lenses (whether they're attached or not), tripods and accessories are considered a part of the camera and subject to the single item limit.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your camera for an additional fee. No depreciation applies to specified items.

    *If you have purchased this option on the Basics Policy cover is limited $2,000.

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

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  48. How much is my laptop covered for?

    Laptops are covered up to a maximum of $3000* and is subject to depreciation.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your laptop for an additional fee. No depreciation applies to specified items.

    *If you have purchased this option on the Basics Policy cover is limited $2,000.

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

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  49. How much is my video recorder covered for?

    Video recorders are covered up to a maximum of $3000* and is subject to depreciation.

    If you take out a Comprehensive policy, you can purchase additional cover up to a maximum of $5000 for your video recorder for an additional fee. No depreciation applies to specified items.

    *If you have purchased this option on the Basics Policy cover is limited $2,000.

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

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  50. What is considered specialist climbing equipment?

    Specialised climbing equipment can include (but is not limited to) the following items:
    * Crampons to walk over snow or ice,
    * Mountaineering helmet
    * Mountaineering boots
    * Gloves (other than cold weather protection gloves)
    * Avalanche beacons
    * Climbing using guides or ropes or rock climbing equipment
    * Use of oxygen
    * Carabiner – locking and non-locking types
    * Belay device
    * Rappel devices (descenders)
    * Ice axe
    * Spinner leashes (minimise the consequences of accidentally dropping a tool)
    * Anchor
    * Climbing Harness
    * Probe

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  51. Are go-pros covered?

    Yes, a go-pro is considered a video recorder/ camera and is covered up to a maximum of $3000* and is subject to depreciation.

    If you take out a Comprehensive policy, you can specify additional cover up to a maximum of $5000 for your go-pro for an additional fee. No depreciation applies to specified items.

    *If you have purchased this option on the Basics Policy cover is limited $2,000.

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

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  52. Is my luggage covered if I check it in and it is transported in the cargo hold of the airline?

    Loss of jewellery, travel documents, cash and computer equipment in checked-in luggage is not covered by your policy, however they may be covered by the airline. If your jewellery, travel documents, cash or computer equipment in your checked-in luggage is lost or stolen, report it immediately to the airline.

    Other items of luggage may still be covered under your travel insurance policy.

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

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  53. Are Golf Clubs and Golf Equipment covered?

    Yes. You are covered up to a combined total of $750 for your golf clubs, golf bag and golf trolley. If you are wanting a higher level of cover for individual golf items or higher combined limit you will need to buy the Golf Pack add on.

     

    The Golf Pack add on provides cover for

    - Your own golf equipment (golf clubs, golf bag, golf trolley and golf shoes)

    - Golf Equipment Hire (golf clubs, golf bag, golf trolley and golf shoes)

    - Golf Green Fees

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  54. What is 'Golf green fees' cover?

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

    We will pay:

    Up to the limits set out in the Benefit Summary of the PDS, if you are injured or become sick during your trip and are unable to play golf, we will pay the value of any unused, non-refundable, pre-paid green fees.
    You must provide us with written confirmation from your medical practitioner of the nature of your injury or sickness.

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  55. What pre-existing medical conditions are covered?

    Travel insurance only provides cover for emergency overseas medical events that are unforeseen.

    The following 43 Pre-existing Medical Conditions are automatically covered, provided that:

    • You have not been hospitalised (including Day Surgery or Emergency Department attendance) for that condition in the past 24 months and
    • Your medications for that condition have remained unchanged for the past 6 months.

    If you have a Pre-existing Medical Condition that is not included in the below list of 43 conditions then it is not covered and we will not pay for any claims where your medical history is a contributing factor.

    1. Acne
    2. Allergies limited to Rhinitis, Chronic Sinusitis, Eczema, Food Intolerance, Hay Fever
    3. Asthma, providing that you:
      • have no other lung disease, and
      • are less than 60 years of age at the date of policy purchase
    4. Bell’s Palsy
    5. Benign Positional Vertigo
    6. Bunions
    7. Carpal Tunnel Syndrome
    8. Cataracts
    9. Coeliac Disease
    10. Congenital Blindness
    11. Congenital Deafness
    12. *Diabetes Mellitus (Type I), providing you:
      • were diagnosed over 12 months ago, and
      • have no eye, kidney, nerve or vascular complications, and
      • do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia, and
      • are under 60 years of age at the date of policy purchase
    13. *Diabetes Mellitus (Type II), providing you:
    • were diagnosed over 12 months ago, and
    • have no eye, kidney, nerve or vascular complications, and
    • do not also suffer from a known cardiovascular disease, Hypertension, Hyperlipidaemia or Hypercholesterolaemia 14. Dry Eye Syndrome
    1. Epilepsy, providing there has been no change to your medication regime in the past 12 months, and you are not on more than one anti-convulsant medication
    2. Folate Deficiency
    3. Gastric Reflux
    4. Goitre
    5. Glaucoma
    6. Graves’ Disease
    7. Hiatus Hernia
    8. *Hypercholesterolaemia (High Cholesterol), provided you do not also suffer from a known cardiovascular disease and/or Diabetes
    9. *Hyperlipidaemia (High Blood Lipids), provided you do not also suffer from a known cardiovascular disease and/or Diabetes
    10. *Hypertension (High Blood Pressure), provided you do not also suffer from a known cardiovascular disease and/or Diabetes
    11. Hypothyroidism, including Hashimoto’s Disease
    12. Impaired Glucose Tolerance
    13. Incontinence
    14. Insulin Resistance
    15. Iron Deficiency Anaemia
    16. Macular Degeneration
    17. Meniere’s Disease
    18. Migraine
    19. Nocturnal Cramps
    20. Osteopenia
    21. Osteoporosis
    22. Pernicious Anaemia
    23. Plantar Fasciitis
    24. Raynaud’s Disease
    25. Sleep Apnoea
    26. Solar Keratosis
    27. Trigeminal Neuralgia
    28. Trigger Finger
    29. Vitamin B12 Deficiency

    * Diabetes (Type I and Type II), Hypertension, Hypercholesterolaemia and Hyperlipidaemia are risk factors for cardiovascular disease. If you have history of cardiovascular disease, and it is a Pre-existing Medical Condition, cover for these conditions are also excluded.

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  56. Why have you changed underwriters

    At Fast Cover, we are always looking to partner with who we believe can provide the best for our travellers.
    We want to provide our travellers with value for money. This means great cover for a great price and giving you the peace of mind that we will be there to help you if the unexpected happens.

    Fast Cover is all about being fast and simple, so we've partnered with Hollard who will help us to provide:
    1) A simpler and fast claims process;
    2) A simpler travel insurance process from when you buy a policy, to the PDS which we make as easy to read as possible;
    3) A new simpler system which allows us to answer the phone quicker for new policies, claims and emergency situations;
    4) Clear and helpful information about what to do in emergency situations or when an event affects your trip such as a volcanic ash cloud or political instability.

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  57. What are your direct deposit details?

    Our Direct Deposit details are:

    Account Name: Fast Cover Travel Insurance

    Account Number: 439 945 377 BSB: 012 110 (ANZ)

    Deposit Reference: Your Quote Number or Last Name

     

     

    After you have made the direct deposit, please contact us on info@fastcover.com.au or 1300 409 322 with the following details:

    1) The deposit amount and deposit date

    2) The policy you would like to purchase and any additional options available for that policy type (for example: excess reduction, adventure pack, rental vehicle insurance excess pr extra cover for valuable items)

    3) Your details: full name, date of birth, address (P.O. Box is fine), email address and contact phone number)

    We can then process your policy and issue you with a policy certificate.

    Please note that policies can only be issued once the direct deposit payment has been confirmed by Fast Cover.

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  58. 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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  59. 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.

    For information on how to make a claim, go to our Claims page or call 1300 409 322 or dial +61 2 8215 7239 if 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. Claim payments to you will be made in Australian dollars to your nominated Australian bank account. The rate of currency exchange that will apply is the rate on the date you incurred the expense or suffered the loss, as applicable.

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  60. 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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  61. What am I covered for in the case of a terrorist attack?

    1) If you are travelling and you are injured or killed in an overseas terrorist attack, you still have Medical cover, 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.

    2) If a terrorist attack occurs or there is a threat of a terrorist attack AFTER you buy your policy AND a ‘Reconsider your need to travel’ or ‘Do not travel’ warning is issued by smartraveller for the destinations you are planning on travelling to, you may be able to claim for the cancellation costs.

    3) If a terrorist attack occurs or there is a threat of a terrorist attack BEFORE you buy your policy AND 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 any claims related to the terrorist event.

    Note:
    a) 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 any claims if you still choose to travel to that destination.
    b) 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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  62. 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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  63. 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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  64. Is there a limit to the number of times that I can claim for the same item? For example, what if I accidentally damage my laptop in the first week of my trip and then a few weeks later, it's stolen, can I put a claim in, for both situations?

    There is no limit to the number of times that you can submit a claim for a particular item, as long as it is not for the same incident or event, and benefit limits and sub-limits still apply

    So in the example, the most that you can claim for your laptop is $3000 for each event, and if you have a Comprehensive policy, the most you can claim for lost, damaged or stolen items is $10 000 in total.

    If your laptop is stolen after your claim for damage is settled:
    You can claim up to $3000 for the damage to the laptop and then you can claim up to another $3000 for the stolen laptop. The damage and the theft are considered separate events, and you would incur an excess on each claim (if you have one). If both events are paid out in full, you would have $4000 left of your Luggage and Personal Effects Benefit for the remainder of your policy.

    If your laptop is stolen BEFORE your claim for damage is settled:
    You can withdraw (cancel) your claim for the damage to the laptop, and submit a claim of up to $3000 for the theft of the laptop. You would not be able to claim for both damage and theft, as the laptop has been stolen and is no longer available to be repaired. In this situation, as there is now only one claim, you would only pay one excess (if you have one). If the claim for the theft of your laptop is paid out in full, you would have $7000 remaining of your Luggage and Personal Effects benefit for the remainder of your policy.

    Please note that depreciation will be applied to all claims for unspecified luggage and personal effects.

    The Luggage and Personal Effects benefit is only available for the Basics policy if you have purchased the optional Luggage and Personal Effects cover up to $2000 for an additional fee.

    All claims are assessed on a case by case basis and will depend on your particular circumstances.

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

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  65. What are the things I should be aware of if I am thinking of buying a policy from Fast Cover?

    Before you buy a policy with us there are 7 things you must know.

    Travel insurance is there to protect you against unexpected circumstances like medical emergencies, trip cancellation and lost baggage.

    Each travel insurance policy is different and we want to ensure our travellers understand how our travel insurance policy works so that you can choose the right cover for your circumstances.

    1. Cover is only available if:
    • You are an Australian citizen, or holder of a valid Australian permanent residency visa, permanently residing at an Australian address and hold a current Australian Medicare card which is not a visitor Medicare card; and
    • You purchase your policy before you commence your trip or you satisfy all of the requirements for purchasing a policy while you are already overseas; and
    • Your trip ends in Australia.

    For temporary residents of Australia on a 457 visa cover is available, however, only if:
    • You hold a current Australian 457 visa which will remain valid beyond the period of your trip; and
    • You have a home in Australia to which you intend to return; and
    • You hold a return ticket to Australia; and
    • Your trip ends in Australia; and
    • You are aged 74 years and under.

    2. If you are already overseas
    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.

    3. It’s your responsibility to read this Product Disclosure Statement (PDS) and decide whether this policy suits your needs
    You should (and we rely on you to) read the PDS before purchasing this insurance. Your policy is made up of this PDS, the Certificate of Insurance and any other change to the terms of the policy otherwise advised by us in writing (such as an endorsement or Supplementary PDS) which may vary or modify the above documents. Together they form our agreement with you. All benefits are subject to the policy terms, conditions, exclusions and limits of cover described in this PDS.

    4. Your medical history affects your cover
    Please consider your medical history carefully. This includes any condition at any time in your entire life that you (including your dependants travelling with you) have:
    • been diagnosed with, or
    • taken or take medication for, or
    • seen a medical practitioner for (GP, physiotherapist, nutritionist, etc.), or
    • had an operation/procedure for, or
    • had a test for (x-ray, blood test, scan, etc.), or
    • received or currently receive any form of treatment.

    Travel insurance policies provide cover for unexpected sudden illnesses or injuries. Our travel insurance includes cover for 43 Pre-existing Medical Conditions but only if you have not been hospitalised for the condition in the past 24 months and your medications for the condition have remained unchanged for the past 6 months prior to purchase and departure. The 43 Pre-existing Medical Conditions that we cover are listed in our PDS.

    If you have a Pre-existing Medical Condition that is not included in this list then it is not covered and we will not pay for any claims where your medical history is a contributing factor.
    Refer to “Pre-existing Medical Conditions” in our PDS for guidelines on cover for Pre-existing Medical Conditions.

    5. You must take all care to protect your possessions
    There are times when we will not pay if you have not looked after your luggage and personal effects. For example, we will not pay if you transport your jewellery, computer or certain other items in the cargo hold of the airplane or other modes of transportation. Similarly, we will not pay if your items are left unsupervised in a public place or in a motor vehicle overnight. This is not a complete list of times when we will not pay if you do not protect your possessions. See Benefit 14 – Luggage and Personal Effects in our PDS for other ways you must protect your possessions.


    You must report a theft within 24 hours to the police or an office of the bus line, airline, shipping line or rail authority you were travelling on when the theft occurred. You must prove that you made a report by providing us with a written statement from whoever you reported it to.

    6. Money Back Guarantee: You can cancel your policy within 14 days and receive a full refund
    You have a full 14 days from the purchase date of the policy (as set out in the Certificate of Insurance) to make sure you are happy with every aspect of your policy. This is known as the “cooling off” period. During this time, you may cancel the policy simply by writing to us and we will give you a full refund.

    You cannot 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.

    7. Your policy is issued by Hollard Insurance
    The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL 241436 (Hollard) is the insurer and the
    issuer of this PDS. Hollard is also responsible for the assessment and payment of all claims.

    Hollard is 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.

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  66. What is 'Trip Cancellation Expenses' cover?

    Important cover conditions 

    Cover under this benefit is subject to the following conditions:

    • Once a claim is made under this benefit, your policy ends, and another travel insurance policy will need to be purchased for a new trip.

    We will pay:

    Up to the limits set out in the Benefit Summary above, if your trip is cancelled or shortened at any time through circumstances neither expected nor intended by you and outside your control:

    • Your cancellation, rescheduling fees and lost deposits for travel and accommodation arrangements that you have paid in advance and cannot recover in any other way. We will pay the lessor of cancellation or rescheduling.
    • The travel agent’s cancellation fees up to $1,500 where all monies have been paid or the maximum amount of the deposit has been paid at the time of the cancellation. However, we will not pay more than the level of commission or service fees normally earned by the agent, had your trip not been cancelled. We will require written evidence of the travel agent’s fee.
    • You¸ your relative or travelling companion are a member of the armed forces, police, fire, nursing or ambulance services and you must stay in Australia because of an emergency or you are posted overseas unexpectedly.
    • You for loss of frequent flyer or similar air travel points you used to purchase an airline ticket following the cancellation of that airline ticket, if you cannot recover the lost points from any other source. we calculate the amount we pay you as follows:
      • the cost of an equivalent class airline ticket based on the quoted retail price at the time the ticket was issued, less your financial contribution; multiplied by:
      • the total value of the points lost, divided by the total number of points used to obtain the ticket.

    We will not pay:

    • If you were aware of any reason, before your period of insurance commenced, that causes your trip to be cancelled, abandoned or shortened.
    • As a result of the death, injury or sickness of your relative that arises from a Pre-existing Medical Condition; however, if your relative is hospitalised in or dies in Australia or New Zealand after the policy is issued and the hospitalisation or death is due to a Pre-Existing Medical Condition that at the time of policy issue you could not reasonably be aware would result in hospitalisation or death, then we will pay up to $2,000.
    • As a result of the death, injury or sickness of any person who resides outside of Australia or New Zealand.
    • 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 carrier or tour or accommodation provider.
    • As a result of a tour operator or wholesaler being unable to complete arrangements for any tour because there were not enough people to go on the tour.
    • For any claim or loss arising out of any business, financial or contractual obligations. This exclusion does not apply to claims where you or your travelling companion are made redundant from full-time employment in Australia provided you or they were not aware that the redundancy was to occur before you purchased your policy.
    • As a result of delays or rescheduling by a bus line, airline, shipping line or rail authority.
    • As a result of the mechanical breakdown of any means of transport.
    • As a result of an act or threat of terrorism.
    • 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 who the costs relate to.
    • As a result of mental illness (including depression, anxiety, stress, mental or nervous conditions) suffered by you, a relative or another person unless:
      1) a mental illness diagnosis has been made by a medical practitioner that is a registered and certified mental health professional; and
      2) the medical practitioner certifies that the mental illness prevents you from starting or finishing your journey; and
      3) the mental illness has first occurred or first manifested during your Period of Insurance.
    • 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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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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