Information about Mt Agung volcanic activity in Bali, updated 29th June 2018

Mt Agung has erupted and it is causing flight delays. We urge customers to take care during their travels.

Note that there will be no cover provided for policies purchased after 4:00pm AEST 20 September 2017 for any claims relating to Mt Agung.

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

The below information was issued on 28th November 2017 and applies to Fast Cover travel insurance policies underwritten by Allianz.

Mount Agung’s recent eruptions have caused a volcanic ash cloud and visibility issues across parts of Bali. As a result, flights in and out of Denpasar Airport are being interrupted.

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.  Cover may be provided for policies purchased prior to 7am (AEST) Tuesday 19 September 2017.  Policies purchased after this time will not have cover for this event.

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 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 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 Policy 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.

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

• If your pre-booked travel arrangements are cancelled, delayed or rescheduled as a result of the Mt Agung volcanic ash cloud 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 Policy 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 7am (AEST) Tuesday 19 September 2017:

Our policies do not cover claims for losses caused by an event that you were aware of at the time of purchasing your policy. If you entered into a policy after 7am (AEST) Tuesday 19 September, we would expect that this was done with an awareness of the increased activity by Mt Agung and the possibility of issues arising due to this. For these policies, claims that arise due to volcanic action associated with Mt Agung (for example, flight delays or cancellations) may not be covered.

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 to the current information booklet for your credit card.

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).

How do I make 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.

You can submit your claim online at www.fastcover.com.au/claims

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

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

Flights departing and arriving in 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

Making 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

Useful links for travellers

• Australian Government 24 Hour Consular Assistance

• Australian Government Bureau of Meteorology

• World Health Organisation

• BBC World News