Since early morning on 21 March 2025 local time London UK, Heathrow Airport has been closed due to a power outage, which has been caused by a large fire nearby. Heathrow Airport will be closed until at least 11:59PM local time London UK. This has led to mass flight delays and cancellations across the globe and has also affected flights leaving Australia.

What to do

1. Follow local government and media advice.

2. Contact your airline, cruise company, travel agent, booking provider etc as they should be able to provide immediate help with rescheduling or providing you with your options.

3. Check Smartraveller website and Facebook.

4. Do you need to submit a claim for this event?

5. Question or enquiries?

• Visit: Frequently Asked Questions

• Phone: 1300 409 322 (9am and 5pm Sydney time, Monday to Saturday excluding Public Holidays)

• Email: info@fastcover.com.au

6. If you are overseas and need emergency medical help, contact our Emergency Assistance team.

• Phone: +61 2 8320 7999

• E-mail: emergency@fastcover.com.au

7. 24-hour Australian Government Consular Assistance for travellers overseas:

• Phone: +61 2 6261 3305

• SMS: +61 421 269 080

Am I covered for this event?

If you purchased your policy prior to 3:30PM AEDT on 21 March 2025 there is potential coverage on your policy, check your Certificate of Insurance for your level of cover and the PDS for policy terms and conditions. You can download your Certificate and PDS by logging into your policy.

If you purchased your policy after 3:30PM AEDT on 21 March 2025, you may not be covered for this event. However, you can submit a claim for assessment and we will assess the claim based on the policy terms and conditions.

How do I make a claim?

• Contact your airline, cruise company, tour company, travel agent or travel provider for help rescheduling or alternative travel arrangements if you are currently travelling.

• Before you submit a claim, contact your airline, cruise company, tour company, travel agent or travel provider and request a refund, credit or compensation.

• Request and keep your receipts and any other supporting documentation e.g. travel provider cancellation emails/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 PDS. Policy terms, conditions, limits, sub limits and exclusions may apply under your policy.

We will assess all claims in accordance with your PDS and your Certificate of Insurance. Your cover will depend on the type of plan you purchased and your particular circumstances.