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Australian Based Call Centre

Travel insurance claims

We hope you had a safe and enjoyable trip! However, if something unexpected happened, you're in the right place to find out how to make a travel insurance claim.

Are you overseas and need emergency assistance?

Call our 24 Hour Emergency Assistance Team
+61 2 8320 7999
 or email our 24 Hour Emergency Assistance Team
emergency@fastcover-assist.com.au

What's an emergency?

doctor emergency

How do I make a travel insurance claim?

1. Click on the Make a Claim button

2. enter your policy number and email address you used to buy the policy

3. Fill in the required details

4. Attach documentation to support your claim

5. Submit your claim

6. Wait for us to contact you with our decision on your claim or for a request for further information

How do I submit a claim if I can't do an online claim?

If you’re not able to make an online claim, you can:

1. Email or post your claim

Email

claims-fch@fastcover.com.au

Post

Fast Cover Claims

Locked Bag 2010

St Leonards NSW 1590

2. Make a claim over the phone

Call us on 1300 409 322 (select Option 2) and our claims team will assist you through the fast and simple process.

Orange travel documents

What do I need to make a claim?

  1. Check first to see if you can be reimbursed in full or in part, issued a credit, issued a travel voucher or change your travel dates by:
    • Your travel agent, or
    • Travel provider (including airline, cruise line, bus line, rail authority, rental vehicle company, tour provider or accommodation provider), as they may offer free options to amend or cancel your travel arrangements, or
  2. Do you have another insurance policy (including credit card insurance, home contents insurance or another travel insurance company) that you may be able to make a claim. If so, you should do so and at the very least, you must inform us of any other policy that may cover any benefits on your travel insurance policy with us. 
  3. Make sure you have all the documentation to support your claim. Each type of travel insurance claim you make may require different supporting documentation, for example:
    • Medical reports
    • A medical certificate completed by your doctor
    • Invoices
    • Purchase receipts
    • Police reports
    • Written statements
    • Photographs
COVID 19
Am I covered for COVID-19?

You have cover for COVID-19 related events if you:

  1. Purchased the COVID-19 Pack with your policy, or
  2. Purchased your policy on or after the 12th February 2022

The type of cover that you have will depend on the limits, conditions and exclusions in the PDS that was applicable at the time that you bought your policy.

When we assess your claim, we will consider what caused your loss. Here are some examples of circumstances where you are not covered, regardless of the type of policy that you have purchased:

  • Border and immigration restrictions put in place by Australia or another country in response to the spread of COVID-19.
  • The government advising travellers ‘Do not travel’ to a country or parts of a country due to concerns about COVID-19 or any other reason.
  • Airlines and cruise lines cancelling services because of the above circumstances or because of the related drop in customer demand.
  • The collapse of any transport, tour or accommodation provider due to the collective impact of the circumstances set out above.
Tip
How do I know if I can claim?

For details about what your policy covers and what you can claim, please refer to your Product Disclosure Statement (PDS). The PDS will have been sent to you in your policy confirmation email, and you can find a copy of the PDS at fastcover.com.au/pds. Limits, conditions and exclusions may apply under your policy.

If you find that your claim may not be covered, or if you are unsure if any exclusion applies to your circumstances, you are welcome to submit a claim for consideration.

We will assess each claim on a case-by-case basis and in accordance with the terms of the PDS. This includes the right to dispute our decision should you wish to do so.

Guy with microscope

Making a claim FAQs

We will consider your claim within 10 business days of receiving a completed claim form and all necessary documentation. 

If we need additional information, a written notification will be sent to you within 10 business days.

Read more about making claims:

The Claims hotline is open from 9am to 5pm Sydney time Monday to Friday.

The Claims team can be contacted on 1300 409 322 or dial +61 2 8215 7239 if you are still overseas.

The Claims team do their best to answer calls in a timely manner, however in the event of a major event or disaster, there may be lengthy delays.

You can also lodge your claim online.

Read more about making claims:

If you can claim from anyone else, we will only make up the difference (less applicable excess). If you can make a claim against someone in relation to a loss or expense covered under the policy and you do not get paid the full amount of your claim, we will make up the difference (less applicable excess). You must claim from them first.

Cover is subject to the policy terms, conditions, limits and exclusions in the Product Disclosure Statement (PDS).

Read more about making claims:

Yes, if you have received medical treatment, you must keep the receipt and obtain a medical certificate advising of the injury, illness or sickness and the treatment received. You can then claim the cost when you return home.

If you are hospitalised, you or a member of your travelling party, must contact us as soon as possible. Our emergency assistance team is available 24 hours a day every day. They can help you with medical problems, locating the nearest medical facilities, bringing you home if medically necessary, locating embassies and consulates and liaising with loved ones and work colleagues if necessary. 

If you do not contact us when you require emergency assistance when it is reasonably possible to do so, then to the extent permissible by law, we may not pay for these expenses or for any evacuation or airfares that have not been approved or arranged by us.

If you are not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed $2,000, you MUST contact us as soon as possible. You can also contact the Emergency Assistance team should you require any help on medical matters.

Note:

If you need to submit a claim, an excess may apply for each claimable event. This means that the excess will need to be deducted from your total claim amount when you make a claim, therefore reducing the amount of your claim.

Read more about making claims:
Things you need to know

^ Price as at 20/03/2024 compared to the price calculated today for this policy.

* See Product Disclosure Statement for full terms and conditions and exclusions and limits that apply.