Hong Kong Protests

Important travel insurance information for Fast Cover travellers about the Hong Kong Protests, issued at 12.05am on the 7th of August 2019

Hong Kong Protests

Information about the Hong Kong protests

Thursday 8 August 2019

Protests in Hong Kong began on 31 March 2019 following a proposed change in extradition treaties between Hong Kong and mainland China. These protests have been escalating in unpredictability and violence, most notably in June 2019, and the Australian Government have now raised their warning level to ‘Exercise a High Degree of Caution’.

If you are in Hong Kong and need emergency assistance call us on +61 2 8320 7999 or email us at emergency@fastcover-assist.com.au

Protest groups have caused disruption to public transport services including buses and trains. Tourist areas have been affected.

DFAT are advising travellers to avoid all affected areas and follow local instructions.

Australian Government Advice

The Department of Foreign Affairs and Trade (DFAT) is advising travellers to 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 May 2017

IF your Policy Number starts with
FST

THEN your Policy is Underwritten by

See below
IF your Policy was purchased
ON OR AFTER the 21st May 2017

IF your Policy Number starts with
FCH

THEN your Policy is Underwritten by

See below

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

The below information was issued on 7th of August 2019 and applies to Fast Cover travel insurance policies underwritten by Allianz.

Ongoing protests in Hong Kong may represent a threat for tourists and travellers visiting the area. Activity includes clashes between protestors and police, worker strikes which may result in flight cancellations and aviation delays, and ongoing unrest within the city.

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:

If you are currently travelling:

As a provider of assistance services, it is always our priority to assist our customers where possible and within our ability to do so.

  • Please consider your safety first and follow advice from local authorities.
  • If you have been affected as a result of events in Hong Kong and require medical assistance, please contact our Emergency Assistance team on (800) 900 389, or speak to your local operator and ask to be put through reverse charge to +61 7 3305 7499.
  • If your travel arrangements have been affected by this event, we firstly recommend contacting 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 your pre-booked travel arrangements have been affected and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements, you may be able to claim for additional travel, accommodation and meal expenses. Please ensure you keep all receipts and proof of purchases to submit with your claim.
  • Please refer to your Product Disclosure Statement and/or Credit Card complementary insurance booklet for the terms, conditions, limits and exclusions that apply.
  • If you have any queries about your policy benefits please contact our Allianz Global Assistance Information Hotline on 1300 725 154.
  • Keep up to date on advice from travel providers by visiting their websites directly.
  • Please make yourself aware of the advice issued by DFAT via its website smartraveller.gov.au. Always monitor the media and other sources about possible new security risks.

If you have not yet departed:

  • If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Hong Kong protests and you have a travel insurance policy that provides coverage for delays or cancellation of travel arrangements you may be able to make a claim for cancellation or rearrangement of your journey (whichever is the lesser). Please refer to your Product Disclosure Statement and/or Credit Card complementary insurance booklet for the terms, conditions, limits and exclusions that apply.
  • 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 and we recommend you contact them for further details.

Contact our Allianz Global Assistance Information Hotline on 1300 725 154 if you would like to clarify your policy entitlements.

Policy coverage:

If you entered into a policy after 7 August, 2019:

If you entered into a policy after 7 August 2019 we would expect that this was done with an awareness of the protests and unrest in Hong Kong and the possibility that issues arising due to this could affect travel. For these policies, claims that arise due to the Hong Kong unrest(for example, flight delays or cancellations) will be assessed in accordance with your travel insurance Product Disclosure Statement and/or Credit Card complementary insurance booklet, but exclusions or limits on cover may apply depending upon the circumstances.

Policy coverage and benefits vary based on individual circumstances. We encourage travellers to read their travel insurance Product Disclosure Statement and/or Credit Card complementary insurance booklet to understand what they are covered for and any limits and exclusions that apply.

We will assess all claims in accordance with your Product Disclosure Statement (PDS) and Certificate of Insurance. For complementary travel insurance, we will assess all claims in accordance with the current information booklet for your credit card.

Making a Claim

Keep all receipts for any additional transport, food or accommodation expenses you incur. If you are claiming cancellation or additional expenses you will need to submit 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.

Where possible, ensure any replacement accommodation and additional expenses are of a similar standard to that which you had planned and pre-paid.

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

Make your claim online at www.travelclaims.com.au

Contact us

  • If you have any general 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.allianzpartners.com.au

How do I make a claim?

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

  • Online: Submit your claim online at www.travelclaims.com.au
  • Phone: 1300 725 154
  • Email: travelclaims@allianz-assistance.com.au

All claims are assessed individually in accordance with the Product Disclosure Statement and your Certificate of Insurance.

Any updated travel insurance advisories will be published on the Allianz website: www.allianzworldwidepartners.com.au

Questions?

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

Useful Links for Travellers

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 6pm (AEST) Monday to Friday.

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

The below information was issued on Thursday the 8th of August 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 Thursday 8 August 2019 and applies to your travel insurance policy with Fast Cover, underwritten by Hollard.

For policies issued prior to 12:05am AEST on 7 August 2019 there is provision for cover as set out below under ‘How does this affect me?’

For policies issued after 12:05am AEST on 7 August 2019, there is no cover for any claims arising from this event.

How does this affect me?

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.
  • Benefit 6 – Trip Disruption Expenses
  • Benefit 16 – Travel Delay Expenses
  • Benefit 17 – Special Event Transport Expenses

Note there is no cover for the above benefits unless your travel has been directly affected by the protests.

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.

I purchased travel insurance AFTER the 7th August 2019.

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 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.

Remember:

  • Take reasonable steps to minimise your claim. Contact your airline or Travel provider for assistance if you need to rearrange your travel plans.
  • Keep your receipts and any other supporting documentation e.g. travel provider cancellation letters. If you are claiming for additional meal, accommodation, and travel costs, please ensure you retain copies of all of your expense receipts.

General Advice

For details about what your policy covers, please refer to your Product Disclosure Statement. Limits, conditions and exclusions may apply under your policy.

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.

Questions?

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

Useful Links for Travellers

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 6pm (AEST) Monday to Friday.

 

Share now!

Need affordable travel insurance?