Review Time
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.
Purchased over the phone the staff were very helpful and able to explain how it works. I wanted coverage for the whole family including Mum and Dad who are 60+There was for us an easy claims process for a stolen bag. I will use them again on our next holiday
I took out a policy as to a cover trip that included guided tours, on reading the “what we pay” script it indicates and leads the buyer to believe all finances expensed by yourself will be covered in the case of cancellation, yet they include a minor script inclusion about guided tours not being included in the “what we don’t pay” clause. However they neglect to express that the coverage in which they don’t pay extends to include all moneys spent- related to the tour cost or individual money outlaid by yourself in which they heavily lean on a selling point within the “what we pay” section…This manner of masking the limitations of payout is so misleading and truthfully just another insurance company out for a money grabFurther to this once a negative review is posted they reach out and claim to be working on revisiting your case but provide no further help or resolution just adding to the emotional and mental stressing of dealing with this company. If used expect to need to liaise with the AFCA to get any help.
Used FastCover to ensure I was protected whilst overseas recently, unfortunately had an unforeseen incident that required me to contact them.They took over a month to come back to me to say it was my fault and I had shown "lack of care" therefore they will not pay. I disputed on the basis that it was completely out of my control, the circumstance was not a common one and yet they declined after another month and a half, even though they clearly say it will be resolved in 10business days.They have wasted 2+ months of me following up for nothing, they do not care and I would not recommend going with them, as no matter the scenario, they will advise you are at fault to avoid paying.Will never purchase with them again.
Claim number FCE220793Be aware! When you see them advertising to cover for delays and cancellations, it's not what you might think. They even have a picture of a plane with a cross on their advertising, saying instant cancellation cover.I had my flight cancelled by the airline and had to arrange a flight on another day with a different airline. The original airline did cover the difference between the new flight and old flight, but would not cover the night of accommodation we missed in Tokyo, or the pre-purchased train tickets from the airport that could not be refunded. The airline said travel insurance would over those, but NOPE, they won't, because they only cover you for strike, riot, hijack, civil protest, severe weather or natural disaster. I guess it's easy to assume that travel insurance will cover you for out of pocket travel costs outside of your control, but just be careful and read ALL of the fine print, even though their advertising is VERY big on telling you they cover you for cancellations etc. First time I've ever needed to make a travel insurance claim and it didn't work out too well. I will make sure I don't fall for the advertising next time.
Buyer beware, read through all the 94 pages of insurance policy on line and double check everything, as a lot of main points on you not being able to make claim, are not contained on the brief information page at the beginning. Unless you can get it checked out by a professional insurance broker to see if it meets your needs, pay a bit more to get piece of mind and complete coverage using a different company. Because take my word for it, when you do try to make a claim, they will bring up that you ticked the box to say you had read every word on your 94 page policy and its your fault you didn't notice the minute details on why your claim is being rejected. I have only used them once and never will again. If I could give them no stars, I would.And the generic reply below is insulting.
Our son suffered a serious fracture requiring urgent surgical intervention while in Canada. The FastCover team were exceptional in organising the necessary liaison with the Canadian medical providers. It was very reassuring as a parent that the team responded to a middle of the night phone call from us and assured us as to both his welfare and insurance coverage.The case team's ongoing contact with our son to check his welfare was greatly reassuring to him.Overall the FastCover team was prompt, professional and very supportive.
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