Information about earthquake in central Mexico

This advice applies to Customers who are affected by the 7.1 magnitude earthquake which occurred in the Puebla State region of Mexico, south of Mexico City today.

Local media are advising that more than 100 people have died in the earthquake, and the number is expected to rise over the coming days. Some flights arriving at Mexico City International Airport have been cancelled and further delays can be expected. Please view your flight provider’s website for their updates.

Australian government advice

The Department of Foreign Affairs and Trade (DFAT) are advising travellers to avoid the area and follow local instructions. Please stay up to date with the advice issued by DFAT at http://www.smartraveller.gov.au/

Avoid the area and follow the instructions of local authorities (government, police, military, etc.) and keep an eye on local media (TV, radio, newspapers, etc.) for updates.

Please visit the Smart Traveller website to stay up to date with the latest advice issued by DFAT.

Do you need emergency help?

If you need emergency help, contact our Worldwide Emergency Assistance team.

The Australian Government also offers 24-Hour Consular Assistance for travellers overseas:

• Phone: +61 2 6261 3305

• SMS: +61 421 269 080

IF your Policy was purchased BEFORE the 21st of May 2017,

IF your Policy Number starts with FST,

THEN your Policy is Underwritten by Allianz (see below).

Important travel insurance information for Fast Cover policies underwritten by Allianz.

The below information was issued on Earthquake in Central Mexico and applies to Fast Cover travel insurance policies underwritten by Allianz.

If you need assistance or advice, contact our 24-hour Emergency Global Assistance team on the numbers listed on our website or on your certificate of insurance.

Select from the options below to find the information for your current situation:

I’m already overseas, what do I do?

If you purchased your travel insurance policy before the above time and date and your travel plans are affected by the event, follow these steps.

Steps to follow if you are already overseas:

1. Your wellbeing should be your first priority.
   - Stay safe.
   - Follow the direction of local authorities and media.
   - Contact us immediately if you need medical assistance or advice.

2. Contact your travel agent or travel provider (airline, cruise line, hotel, tour company, etc.) and ask about amending your trip route, transport or dates. Some travel providers may amend your trip free of charge under these circumstances.

3. Keep receipts and any other supporting documentation (boarding passes, booking confirmations, itineraries, etc.) that may be required for your claim.

4. Visit our Claims page for more information about submitting your claim.

I’ve already purchased travel insurance but haven’t left home yet.

If you purchased your policy before the above time and date and your prepaid travel arrangements (flights, cruise, accommodation or tours) are affected by the event, you may be able to claim for the expenses involved in cancelling or rearranging your travel plans.

Steps to follow if you have not left home:

1. Contact your travel agent or travel provider (airline, cruise line, hotel, tour guide, etc.) and ask if you can reschedule your trip dates, destination, accommodation, route or transport.

2. Gather your receipts and any other supporting documentation (booking confirmations, tickets, itineraries, etc.) that may be required for your claim.

3. Visit the Claims page on our website to submit a claim online or contact the claims team on 1300 409 322 if you need help or advice.

IF your Policy was purchased ON OR AFTER the 21st of May 2017,

IF your Policy Number starts with FCH,

THEN your Policy is Underwritten by Hollard (see below).

Important travel insurance information for Fast Cover policies underwritten by Hollard.

The below information was issued on Earthquake in Central Mexico and applies to Fast Cover travel insurance policies underwritten by Hollard.

If you need assistance or advice, contact our 24-hour Emergency Assistance team on the numbers listed on our website or on your certificate of insurance.

DFAT are advising travellers to avoid the area and follow local instructions. Please stay up to date with the advice issued on the Smart Traveller website.

Select from the options below to find the information for your current situation:

Policy coverage

The below information was issued on 20 September 2017 and applies to your travel insurance policy with Fast Cover, underwritten by Hollard.

For policies issued prior to 7:24am AEDT 20 September 2017 there is provision for cover as set out below under ‘How does this affect me?’

For policies issued after 7:24am AEDT 20 September 2017, there is no cover for any claims arising from this event.

I’m already overseas, what do I do?

There is provision for cover under the following benefits of the policy subject to the policy terms and conditions, limits, Benefit exclusions and General Exclusions:

• Benefit 6 – Trip Disruption Expenses

• Benefit 16 – Travel Delay Expenses

• Benefit 17 – Alternative Transport Expenses

If you purchased your travel insurance policy before the above time and date and your travel plans are affected by the event, follow these steps.

Steps to follow if you are already overseas:

1. Your wellbeing should be your first priority.
   - Stay safe.
   - Follow the direction of local authorities and media.
   - Contact us immediately if you need medical assistance or advice.

2. Contact your travel agent or travel provider (airline, cruise line, hotel, tour company, etc.) and ask about amending your trip route, transport or dates. Some travel providers may amend your trip free of charge under these circumstances.

3. Keep receipts and any other supporting documentation (boarding passes, booking confirmations, itineraries, etc.) that may be required for your claim.

4. Visit our Claims page for more information about submitting your claim.

I’ve already purchased before 7:24am AEST 20 September 2017 but haven’t left home yet.

If you purchased your policy before the above time and date and your prepaid travel arrangements (flights, cruise, accommodation or tours) are affected by the event, you may be able to claim for the expenses involved in cancelling or rearranging your travel plans.

There is provision for cover under the following benefits of the policy subject to the policy terms and conditions, limits, Benefit exclusions and General Exclusions:

Benefit 5 – Trip Cancellation Expenses.

Steps to follow if you have not left home:

1. Contact your travel agent or travel provider (airline, cruise line, hotel, tour guide, etc.) and ask if you can reschedule your trip dates, destination, accommodation, route or transport.

2. Gather your receipts and any other supporting documentation (booking confirmations, tickets, itineraries, etc.) that may be required for your claim.

3. Visit the Claims page on our website to submit a claim online or contact the claims team on 1300 409 322 if you need help or advice.

I purchased travel insurance after the 7:24am AEDT 20 September 2017

After this time and date, we would expect that any policy was purchased with an awareness of the event.

Insurance does not cover losses caused by something you were aware of when you purchased your policy. For example, this would be like trying to purchase car insurance after being involved in an accident.

Therefore, we will NOT pay any claim caused by or in any way related to this event if your policy was purchased after this time and date.

Steps to follow:

1. If you have not yet departed and wish to postpone your trip, contact us to discuss changing your travel insurance policy dates.

2. If you want to change or reschedule your trip, we suggest contacting your travel agent or travel provider (hotel, airline, cruise company, tour company etc) directly for assistance. They may offer to change your trip free of charge or for a small fee.

I haven’t purchased travel insurance yet.

After the time and date above, we would expect that any policy was purchased with an awareness of the event.

Insurance does not cover losses caused by something you were aware of when you purchased your policy. For example, this would be like trying to purchase car insurance after being involved in an accident.

Therefore, we will NOT pay any claim caused by or in any way related to this event if your policy was purchased after this time and date.

Steps to follow:

1. If you have not yet departed and wish to postpone your trip, contact us to discuss changing your travel insurance policy dates.

2. If you want to change or reschedule your trip, we suggest contacting your travel agent or travel provider (hotel, airline, cruise company, tour company etc) directly for assistance. They may offer to change your trip free of charge or for a small fee.

How do I make a claim?

If you need to make a claim, you can submit your claim in one of several ways:

• Online: Visit our Claims page for information.

• Phone: 1300 409 322 and select the option to speak to the claims team.

• Email: claims-fch@fastcover.com.au

We assess all claims in accordance with the Product Disclosure Statement and your Certificate of Insurance. Each claim is assessed individually and cover will depend on the type of policy you purchased and your particular circumstances.

Tips:

• If you are claiming additional expenses, make sure you keep a copy of all your receipts.

• If your travel was cancelled or delayed by a transport provider, you may be able to claim some of your meal and accommodation costs through them. Please check the terms and conditions of your transport provider’s ticket and keep a copy of all their communication with you.

• The Fast Cover PDS gives you all the information you need to make a travel claim. You can find a copy of the PDS at www.fastcover.com.au/pds

Questions?

If you have any questions or need help with your travel insurance, please:

• Visit: Frequently Asked Questions

• Phone: 1300 409 302

• Email: info@fastcover.com.au

Useful links for travellers

• Australian Government 24 Hour Consular Assistance

• Australian Government Bureau of Meteorology

• World Health Organisation

• BBC World News

For regular updates, download the Smartraveller app and register your travel itinerary with Smart Traveller.

For new or existing claim or policy enquiries, please contact us on 1300 409 322 or info@fastcover.com.au between 9am and 5pm Monday to Saturday.