How am I assured of a fair decision when making a claim?

Fast Cover is committed to fair outcomes for all customers. We adopt the General Insurance Code of Practice, which is designed to raise standards of practice and service across the general insurance industry.

If we do not accept your claim, you can request a review through our formal complaints process:

For policies purchased on or after 15 October 2026, please follow the below process:

Step 1

Please contact:

Fast Cover Travel Insurance
Email: info@fastcover.com.au
Phone: 1300 409 322
Mail: PO Box R1384, Royal Exchange NSW 1225

We will acknowledge receipt of your complaint and we will aim to resolve the complaint to your satisfaction.

A complaint decision will be provided to you within 30 calendar days. If we are unable to meet this timeframe we will inform you of the reason for the delay.

Step 2

If your complaint is not resolved to your satisfaction, or you do not receive a complaint decision within 30 calendar days of the date on which you first made the complaint, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). You can contact AFCA as follows:

Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Post: GPO Box 3 Melbourne VIC 3001

AFCA services are provided to you free of charge. Your complaint must be referred to AFCA within 2 years of the complaint decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may have access to other external dispute resolution options.

For policies purchased prior to 15 October 2026, please follow the below process:

Stage 1: Contact us

Inform us of your complaint via phone, email or post. We will acknowledge when we receive your complaint and do our best to resolve it to your satisfaction within 10 business days. If we cannot resolve your complaint within 10 business days, we will provide you with an update every 10 business days, unless you agree to a different timeframe.

Fast Cover Travel Insurance

Phone: 1300 409 322
Email: info@fastcover.com.au
Post: PO Box R1384, Royal Exchange NSW 1225

Stage 2: Complaint Review

If we cannot resolve your complaint to your satisfaction, we will escalate your complaint to Lloyds Australia. A final decision will be provided to you within 30 days of the date you first made the complaint. If a decision cannot be made within this timeframe, you will be contacted in writing before the deadline with the reason for the delay. You will also be informed of your right to take your complaint to the Australian Financial Complaints Authority (AFCA) and how to do so.

Lloyd’s Australia Limited
Phone: 02 8298 0783
Email: idraustralia@lloyds.com
Post: PO Box R1745, Royal Exchange NSW 1225

Stage 3: External review

If you’re still unhappy with our decision, or if we haven’t responded within 30 days, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). This is a free and independent service:

• Website: www.afca.org.au

• Email: info@afca.org.au

• Phone: 1800 931 678

AFCA’s decision is binding on us, but not on you. You also retain the right to seek legal assistance if you wish.