Information about Mt Agung volcanic activity in Bali, issued 20th September 2017

Indonesia has raised the alert level to vigilant for the Mount Agung volcano. While activity is still reported as normal we urge customers to take care during their travels.

Australian government advice

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.

Policy Coverage

The below information was issued on 7 May 2018 and applies to your travel insurance policy with Fast Cover, underwritten by Allianz.

For policies issued prior to 4:30pm AEDT 4 May 2018 there is provision for cover as set out below under ‘How does this affect me?’

For policies issued after 4:30pm AEDT 4 May 2018 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 – Alternative Transport Expenses

I’m already overseas, what do I do?

If you are currently travelling: As an insurer that provides 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 Bali and require medical or emergency medical assistance, please contact our Emergency Assistance team on 001 803 61 098 or speak to your local operator and ask to be put through reverse charge to +61 7 3305 7499.

• If you are looking to change your travel arrangements, 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, contact them directly for details. Please note that costs associated with amending your plans may be at your own cost.

• If you have any queries about your policy benefits, please contact our Allianz Global Assistance Information Hotline on 1300 725 154.

• Please make yourself aware of the advice issued by DFAT via its website smartraveller.gov.au. DFAT is urging Australians to pay close attention to their personal security at all times. Always monitor the media and other sources about possible new security risks.

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

If you are about to travel to Bali, Indonesia and you have concerns about travelling, we recommend contacting your travel agent or travel provider to discuss your options. Contact our Allianz Global Assistance Information Hotline on 1300 725 154 if you would like to clarify your policy entitlements.

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.

29/06/2018

On Tuesday 28 June 2018 Mt Agung began to emit a plume of volcanic ask reaching up to two kilometres.

Flights departing and arriving at Bali have been cancelled as Denpasar International Airport has been closed.

We are closely monitoring the progress of the volcanic activity of Mt Agung in Bali. The National Disaster Mitigation Agency advises the volcano’s alert status remains at the second-highest level. Further event advice will be available as this information changes.

Flights have been cancelled and delayed by many airlines. Disruptions to flights are expected over the coming days. Please review your airline’s flight status and travel alert pages for more information.

Please stay up to date with the advice issued by DFAT at http://www.smartraveller.gov.au/

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 4:00pm AEDT 20 September 2017 there is provision for cover as set out below under ‘How does this affect me?’

For policies issued after 4:00pm AEDT 20 September 2017 there is no cover for any claims arising from this event.

How does this affect me?

For policies purchased prior to 4:00pm AEDT 20 September 2017, there is provision for cover under the following benefits 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 – Alternative Transport Expenses

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 purchased insurance before 4:00pm 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.

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 4:00pm AEST 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 don’t need emergency assistance, you can make a claim online at fastcover.com.au/claims, or when you get back home. Contact us at claims@fastcover.com.au or on 1300 409 322.

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.

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

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

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:

• Visit: Frequently Asked Questions

• Phone: 1300 409 302

• Email: info@fastcover.com.au