The following information concerns those affected by the Mt Raung volcanic ash cloud. We will assess all claims in accordance with your Product Disclosure Statement (PDS) and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.

If you entered into your policy before 10am (AEST) Friday 3 July 2015

If you are currently travelling:

• If you have started your journey and your transport is delayed or cancelled or your accommodation is affected due to the Mt Raung volcanic ash cloud, there may be provision to claim for reasonable additional travel, accommodation and meal expenses.

• Limits, conditions and exclusions apply under your policy and for full details you should refer to the Product Disclosure Statement and Certificate of Insurance you received when you purchased your travel insurance.

If you have not yet departed:

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Raung volcanic ash cloud and you have not yet departed, you may be able to claim for cancellation or rearrangement of your journey (whichever is the lesser).

• We recommend you contact your travel agent or travel provider regarding the best option in altering your trip. Some travel providers may provide penalty free options to amend travel arrangements.

If you entered into a policy after 10am (AEST) Friday 3 July 2015

Our policies do not cover claims for losses caused by something that you were aware of at the time of purchasing your policy. If you entered into a policy after 10am (AEST) Friday 3 July 2015 we would expect that this was done with an awareness of the Mt Raung volcanic ash cloud. For these policies, we will not, to the extent permitted by law, pay any claim caused by or arising from or in any way connected with the Mt Raung volcanic ash cloud.

What next steps should you take?

• You should take all reasonable steps to minimise your expenses and this includes rearranging your journey where possible. Re-arrangements to your journey should be consistent with the type and standard of arrangements you originally made.

• Please submit your travel insurance claim with relevant supporting documentation.

• You will need to submit all receipts for any additional transport, food or accommodation expenses. If you are claiming cancellation or additional expenses you will need to submit all documents showing what your original planned pre-paid arrangements were, along with any receipts and documents showing your new arrangements, and advice from the travel provider indicating the non-refundable portion of the journey.

• Any compensation and/or refunds you receive from a third party (e.g. airline) for transport, food or accommodation will be deducted from any settlement if your claim is accepted.

• Finally, to help Australians avoid difficulties overseas, the Department of Foreign Affairs and Trade (DFAT) maintains travel advisories for more than 160 destinations overseas via its website www.smarttraveller.gov.au.

Contact us

• If you have any questions or queries, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

• We will publish this and any updated travel insurance advisories on our website: www.fastcover.com.au