Information about Novel Coronavirus Outbreak (applicable to all countries)
Updated on 10th February 2020
The novel Coronavirus (2019-nCoV) outbreak first reported in Wuhan City, Hubei Province, has since
been confirmed in other areas within China and in several other countries. The Department of
Foreign Affairs and Trade (DFAT) is advising ‘do not travel’ to all areas of China.
The Coronavirus (2019-nCoV) outbreak now constitutes an epidemic / pandemic under our travel
insurance policies. Our policies contain a General Exclusion relating to epidemics and pandemics.
This applies to all policies regardless when purchased. It also applies to all countries, including
countries where DFAT has not yet issued a Coronavirus (2019-nCoV) travel warning related.
Australian Government Advice
The Department of Foreign Affairs and Trade (DFAT) is advising travellers if they have travelled to Wuhan and have developed symptoms of respiratory illness, contact your doctor for advice.
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
Important travel insurance information for Fast Cover policies underwritten by Hollard.
The below information was issued on Monday 10th of February 2020 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.
Please stay up to date with the advice issued on the Smart Traveller website.
The below information applies to your Fast Cover Travel Insurance, underwritten by Hollard.
For policies purchased prior to 24th January 2020
There is no cover for claims related to Coronavirus (2019-nCoV) under policies purchased prior to
the 24 th January 2020. As the Coronavirus (2019-nCoV) outbreak now constitutes an epidemic /
pandemic under our policies, the General Exclusion relating to actual or likely epidemic and
pandemics applies. The epidemic / pandemic exclusion applies to all policies and to all countries
regardless of when your policy was purchased or your dates of travel. This is the case even if you
purchased your policy before the Coronavirus (2019-nCoV) outbreak started and even if DFAT has
not yet issued a Coronavirus (2019-nCoV) travel warning for the country you are travelling to in the
Our policies contain a General Exclusion relating to epidemics and pandemics. This means all claims
related to Coronavirus (2019-nCoV) are excluded.
For policies purchased on or after 24th January 2020
There is no cover for pandemic-related claims under policies purchased on or 24 th January 2020. As
the Coronavirus (2019-nCoV) outbreak now constitutes an epidemic / pandemic under our policies,
the General Exclusion relating to actual or likely epidemic and pandemics applies. The epidemic /
pandemic exclusion applies to all policies and to all countries regardless of when your policy was
purchased or your dates of travel.
Our policies also exclude claims relating to known events. We consider the existence of the virus and
the possibility of it rapidly spreading to other countries to be a known issue from 24 th January 2020.
If you purchased on or after 24 th January 2020, we assume you did so with an awareness of the
Coronavirus (2019-nCoV) outbreak and the possibility that your travel arrangements could be
These exclusions apply even if and even if DFAT has not yet issued a Coronavirus (2019-nCoV) travel
warning for the country you are travelling to in the future.
What should you do
Your travel provider may offer free options to amend or cancel your travel arrangements. If your
travel arrangements are affected by the Coronavirus (2019-nCoV) outbreak, we recommend that
you immediately contact your travel agent or travel provider regarding the best option for changing
We also encourage you to regularly review the travel advisories for your areas of travel, as these will
be updated at https://www.smartraveller.gov.au.
If you have any further enquiries, please call us at 1300 409 322 or +61 2 8215 7239 (International)
Contact us if you have an emergency
If you are overseas and need emergency assistance call +61 2 8320 7999 or e-mail
How do I make a claim?
All customers are welcome to submit a claim for consideration as detailed in the Product Disclosure Statement (PDS) and as described below.
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: firstname.lastname@example.org
For details about what your policy covers, please refer to your PDS. You can find a copy of the PDS
at www.fastcover.com.au/pds. Limits, conditions and exclusions may apply under your policy. We
will assess all claims in accordance with your PDS and your Certificate of Insurance. Your cover will
depend on the type of plan you purchased and your particular circumstances.
If you have any questions or need help with your travel insurance, please:
- Visit: Frequently Asked Questions
- Phone: 1300 409 302
- Email: email@example.com
Useful Links for Travellers
- Australian Government 24 Hour Consular Assistance
- Australian Government Bureau of Meteorology
- World Health Organisation
- World Meteorological Organisation
- BBC World News
For new or existing claim or policy enquiries, please contact us on 1300 409 322 or firstname.lastname@example.org between 9am and 6pm (AEST) Monday to Friday.