What should I do if I have a complaint or dispute about my travel insurance?

Fast Cover aims to make your experience as smooth as possible, but if you do have a complaint, there is a clear process to ensure your concerns are addressed. 

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.