Dispute Resolution

Complaints and Disputes

We treat complaints seriously and want to resolve them as fast as We can.

If You have any concerns or wish to make a complaint in relation to this Policy, Our services or Your insurance claim, please let Us know and We will attempt to resolve Your concerns in accordance with Our Internal Dispute Resolution procedure.

Step 1

Please contact:

Fast Cover Travel Insurance
Email: info@fastcover.com.au
Phone: 1300 409 322
Mail: PO Box R1384, Royal Exchange NSW 1225

We will acknowledge receipt of Your complaint and We will aim to resolve the complaint to Your satisfaction.

A complaint decision will be provided to You within 30 calendar days. If We are unable to meet this timeframe We will inform You of the reason for the delay.

Step 2

If Your complaint is not resolved to Your satisfaction, or You do not receive a complaint decision within 30 calendar days of the date on which You first made the complaint, You can refer Your complaint to the Australian Financial Complaints Authority (AFCA). You can contact AFCA as follows:

Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Post: GPO Box 3 Melbourne VIC 3001

AFCA services are provided to You free of charge. Your complaint must be referred to AFCA within 2 years of the complaint decision, unless AFCA considers special circumstances apply. If Your complaint is not eligible for consideration by AFCA, You may have access to other external dispute resolution options.