Travel insurance claims

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 from? 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

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 12^th 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.

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.