fastcover.com.au

Easy to buy a policy but not responsive…

14 Dec: Changed star rating from 1 of 5 stars to 3 of 5 stars. Settlement came through today. They didn't cover one part of a series of medical bills because the last one was done in Australia and they did not cover the gap payment which is fine. Claim was sent in on the 6 Nov and got a response requesting for receipts which I already have submitted. So to just follow instructions, I resubmitted them and got an acknowledgment that it will take up to 10 days to get reply. By 23 Nov, I still have not heard back and also have accumulated two more costs. I sent an email asking if they can give me access to the claim I have submitted or if I should just send these receipts in using their claims@ email address. No response. I panicked now that it has been two emails about claims that didn't get a response and left a review on the 8th Dec (15 days after). Got an email on the same day from TrustPilot on behalf of FastCover to ask for claim number, etc. I provided them to verify legitimacy. By the 11th and 12th, I received emails and phone calls and submitted another document they have requested. On the 13th I spoke with their agent who apologised about the delay profusely but they didn't get a reason beyond the email might have gotten lost or that I might be waiting for the airline to provide documents. When things work, it went very fast so maybe this was just a case of bad luck. I don't want to have to leave a bad review before a claim gets actioned. I don't mind waiting out within the time frame but if I don't get responses about a claim immediately and after the 10 day waiting period that they stated, you can't help but wonder if this is one of those insurance companies that takes the premiums and then make it difficult during claims or not pay out at all. But, I think I might use them again because they tried to fix the issue really quickly. And hopefully, this was a once off issue and this was resolved at this speed because this is how fast they really work and not because of a bad review online. Original review(dated 8 Dec): Easy to buy a policy but not responsive when there’s a claim. Have used fastcover several times and it was pretty easy to get the policy. After 4 or five policies from them, i needed to make a claim. They responded quickly and had someone send me a link to fill the form out. After that I haven’t heard from them again. I emailed them and didn’t hear back. It’s been over 30 days since I submitted the claim. And 12 days since I followed up. According to the claim form, they take 10 days. So far, majority of the people who have given this company a high score is based on getting the policy, not on how responsive and helpful they are when the unfortunate event requires a claim. The incident is a medical one, an accident that isn’t related to sport.Response to the reply 8 Dec: Hello Nat, thank you for replying. that is the email I used where I haven’t had a response. I will send the claim form again and see if Fastcover replies. I’m sure your charter should be responding to all policy holders equally, not only to those who leave a review out of frustration and fear that your organization might be a scam…which is how I’m beginning to wonder.I’ll update this review and post as this disappointment unfolds and hopefully, rectified. Thanks for the reply.10 Dec: submitted a claim again including extra receipts that I have mentioned to them on 23 Nov. Since I haven't heard back on what to do, I redid the claim, added the extra information and left them a note telling them that there is a prior claim with the claim information. 11 Dec: Trustpilot asked for more info and I assume they and FastCover have verified the legitimacy of the claim. FastCover has been trying to get in touch with me over the phone but I haven't had the pleasure to pick up.

Date of experience: Nov 05, 2023