Information about these events
Since 3 February 2024, Chile has declared a state of emergency due to forest fires. Dozens of fires that have swept through the central and southern regions, with Valparaiso situated an hour and a half outside of Santiago, being the worst affected region. Despite the ongoing crisis, there have been no known disruption of International flights out of Santiago.
Are you overseas and need emergency help?
If you need emergency help, contact our Emergency Assistance team.
- Phone: +61 2 8320 7999
- E-mail: emergency@fastcover.com.au
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 Certain Underwriters at Lloyds
The below information was issued at 11:00am on the 6 February 2024 and applies to Fast Cover travel insurance policies underwritten by Certain Underwriters at Lloyds.
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.
Select from the options below to find information for your current situation.
Policy Coverage
The below information was issued on the 6th February 2024 and applies to your travel insurance policy with Fast Cover, underwritten by Certain Underwriters at Lloyds.
- As per our current Product Disclosure Statement, one of the General Exclusions in our Policy (General Exclusion 41) provides that:
"to the extent permissible by law we will not pay under any circumstances if:
Your claim arises from an event where a Travel Alert for that event was issued by us prior to the issue of your certificate of insurance. Events include (but is not limited to): strike, riot, hijack, civil protest, severe weather, natural disaster or contagious disease."
- As per our current Product Disclosure Statement, another potentially relevant exclusion under the General Exclusions in our Policy (General Exclusion 4) provides as follows:
"to the extent permissibly by law we will not pay under any circumstances if:
4. Your claim arises from you being aware at the time of purchasing the policy of something that would give rise to you making a claim under this policy.”
- Another potentially relevant Exclusion under Benefit 5: Trip Cancellation Expenses in our Policy provides as follows:
“We will not pay
If you were aware of any reason, before your period of insurance commenced, that causes your trip to be cancelled or re-scheduled.”
In the event of a claim, we will assess each claim on a case by case basis as everyone’s situation is different. Refer to the PDS for full terms, conditions, exclusions and limits that apply.
- Should you need medical advice or emergency medical assistance, please contact DFAT or alternatively you can also contact our 24/7 Emergency Assistance Team.
- Please follow the advice from local authorities and media.
- If your trip has been disrupted, we recommend getting in touch with your travel agent, airline, accommodation provider etc. They might offer you the flexibility to modify your travel arrangements without any additional costs, or even the possibility of a refund.
- If your trip has been disrupted and you have purchased a Comprehensive, Standard Saver, Snow Sports Plus or Frequent Traveller Saver pack, you may be entitled to claim under Benefit 6: Trip Disruption Expenses if you incur additional expenses.
As per our current Product Disclosure Statement -
We will pay
Up to the limits set out in the Benefit Summary noted under Benefit 6 in the PDS:
”For the reimbursement of the reasonable additional travel, accommodation and meal expenses if a disruption to your trip (whether domestic or overseas) arises from the following reasons:
- your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of a strike, riot, hijack, civil protest, severe weather or natural disaster. The event must have begun after we issued the certificate of insurance...”
Important Information
Please ensure that if you are currently travelling in Chile, that you follow government advice. If you chose to go against any government advice, the below General Exclusion 15 in our Product Disclosure Statement may apply as follows:
“To the extent permissible by law, we will not pay under any circumstances if
- Your claim arises from you not following advice in the mass media or any government or other official body’s warning:
a) of a strike, riot, bad weather, civil protest or contagious disease (including an epidemic or pandemic); or
b) against travel to a particular country or parts of a country or against remaining in a particular country or parts of a country; or
c) where a travel advisory risk rating of ‘Do Not Travel’ (or equivalent if this term is replaced) was issued by the Australian Department of Foreign Affairs and Trade before the start date of your trip; and
d) you did not reasonably take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning).”
In the event of a claim, we will assess each claim on a case by case basis as everyone’s situation is different. Refer to the PDS for full terms, conditions, exclusions and limits that apply.
If your trip has been directly affected by the Chile forest fires and you need to cancel your trip, there may be provisions to claim under Benefit 5 of your policy, provided that you have purchased a policy with a cancellation benefit.
We recommend getting in touch with your travel agent, airline, accommodation provider etc. They might offer you the flexibility to modify your travel arrangements without any additional costs, or even the possibility of a refund.
Please note, if you chose to cancel your trip and your flights or trip have not been affected by the forest fires, please be aware that you may not be entitled to make any claim under this policy.
In the event of a claim, we will assess each claim on a case by case basis as everyone’s situation is different. Refer to the PDS for full terms, conditions, exclusions and limits that apply.
You can contact us via email info@fastcover.com.au or call us on 1300 409 322 to discuss your options with regards to your policy.
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 purchased travel yet, you are still able to, but you need to be aware the policy does not provide cover for any claims related to the event.
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.
If you have a policy and are already overseas:
Up to the limits as specified in your Certificate of Insurance, for the reimbursement of the reasonable additional travel and accommodation expenses if a disruption to your trip arises because your scheduled or connecting transport is cancelled, delayed, shortened or diverted because of the wildfires. The event must have begun after we issued the Certificate of Insurance.
There is no cover for any evacuation expenses from the affected areas.
If you have a policy but haven't left home yet:
Up to the limits as specified in your Certificate of Insurance, for the unexpected cancellation of your prebooked and pre-paid trip bookings which are cancelled due to the wildfires. The event must have begun after we issued the Certificate of Insurance.
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.
- Email: claims@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.
- Take measures to act in a responsible way to protect yourself and do everything you can to reasonably reduce your loss as much as possible.
General Advice
For details about what your policy covers, please refer to your Product Disclosure Statement. Policy terms, conditions, limits, sub limits 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
For regular updates, download the Smartraveller app.
For new or existing claim or policy enquiries, please contact us on 1300 409 322 or info@fastcover.com.au between 9am and 5pm (AEST) Monday to Friday.
