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White Island Volcanic Eruption, New Zealand

Important travel insurance information for Fast Cover travellers about White Island Volcanic Eruption, New Zealand, issued at 12.11pm AEST on the 9th of December 2019.

White Island Volcanic Eruption, New Zealand

Information about White Island Volcanic Eruption, New Zealand, issued at 12.11pm AEST on the 9th of December 2019.

Local media has reported an eruption occurred at White Island (Whakaari), New Zealand at 12:11pm AEDT on 9 December 2019. It has been reported that Australians were on the island at the time of the eruption and have been seriously injured or have lost their lives.

A number of visitors to the island were passengers of the Ovation of the Seas by Royal Caribbean. The ship itinerary may be affected by the incident and may remain at Tauranga port for some time. This may affect passengers that are due to travel on the Ovation of the Seas for the departure from Sydney on 16 December 2019.

If you have concerns regarding your intended trip on the Ovation of the Seas, Royal Caribbean can be contacted on 1300 026 240 from Australia, or 0800 002141 from New Zealand.

If you are in New Zealand and need emergency assistance call us on +61 2 8320 7999 or email us at emergency@fastcover-assist.com.au

Australian Government Advice

DFAT have not changed their travel advice for New Zealand.

Please visit the Smart Traveller website to stay up to date with the latest advice issued by DFAT.

 

Do you need Emergency Help?

If you need emergency help, contact our Worldwide Emergency Assistance team.

The Australian Government also offers 24-Hour Consular Assistance for travellers overseas:

  • Phone: +61 2 6261 3305
  • SMS: +61 421 269 080

 

 

Important travel insurance information for Fast Cover policies underwritten by Hollard.

The below information was issued on 12.11pm AEST on the 9th of December 2019 and applies to Fast Cover travel insurance policies underwritten by Hollard.

If you need assistance or advice, contact our 24 hour Emergency Assistance team on the numbers listed on our website or on your certificate of insurance.

DFAT are advising travellers to avoid the area and follow local instructions. Please stay up to date with the advice issued on the Smart Traveller website.

Select from the options below to find the information for your current situation:

Policy Coverage

The below information was issued on Tuesday 10 December 2019 and applies to your travel insurance policy with Fast Cover, underwritten by Hollard.

For policies issued prior to 12:11pm AEDT on 9 December 2019 there is provision for cover as set out below under ‘How does this affect me?’

For policies issued after 12:11pm AEDT on 9 December 2019, there is no cover for any claims arising from this event.

How does this affect me?

There is provision for cover under the following benefits of the policy subject to the policy terms and conditions, limits, Benefit exclusions and General Exclusions:

  • Benefit 5 – Trip Cancellation Expenses.
  • Benefit 6 – Trip Disruption Expenses
  • Benefit 16 – Travel Delay Expenses
  • Benefit 17 – Special Event Transport Expenses / Alternative Transport Expenses

Note there is no cover for the above benefits unless your travel has been directly affected by the volcanic eruption.

I’m already overseas, what do I do?

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If you purchased your travel insurance policy before the above time and date and your travel plans are affected by the event, follow these steps.

Steps to follow if you are already overseas:

  1. Your wellbeing should be your first priority.
        - Stay safe.
        - Follow the direction of local authorities and media.
        - Contact us immediately if you need medical assistance or advice.
  2. Contact your travel agent or travel provider (airline, cruise line, hotel, tour company, etc.) and ask about amending your trip route, transport or dates. Some travel providers may amend your trip free of charge under these circumstances.
  3. Keep receipts and any other supporting documentation (boarding passes, booking confirmations, itineraries, etc.) that may be required for your claim.
  4. Visit our Claims page for more information about submitting your claim.

I’ve already purchased travel insurance but haven’t left home yet.

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If you purchased your policy before the above time and date and your prepaid travel arrangements (flights, cruise, accommodation or tours) are affected by the event, you may be able to claim for the expenses involved in cancelling or rearranging your travel plans.

Steps to follow if you have not left home:

  1. Contact your travel agent or travel provider (airline, cruise line, hotel, tour guide, etc.) and ask if you can reschedule your trip dates, destination, accommodation, route or transport.
  2. Gather your receipts and any other supporting documentation (booking confirmations, tickets, itineraries, etc.) that may be required for your claim.
  3. Visit the Claims page on our website to submit a claim online or contact the claims team on 1300 409 322 if you need help or advice.

I purchased travel insurance AFTER the above time & date.

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After this time and date, we would expect that any policy was purchased with an awareness of the event.

Insurance does not cover losses caused by something you were aware of when you purchased your policy. For example, this would be like trying to purchase car insurance after being involved in an accident.

Therefore, we will NOT pay any claim caused by or in any way related to this event if your policy was purchased after this time and date.

Steps to follow:

  1. If you have not yet departed and wish to postpone your trip, contact us to discuss changing your travel insurance policy dates.
  2. If you want to change or reschedule your trip, we suggest contacting your travel agent or travel provider (hotel, airline, cruise company, tour company etc) directly for assistance. They may offer to change your trip free of charge or for a small fee.

I haven’t purchased travel insurance yet.

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After the time and date above, we would expect that any policy was purchased with an awareness of the event.

Insurance does not cover losses caused by something you were aware of when you purchased your policy. For example, this would be like trying to purchase car insurance after being involved in an accident.

Therefore, we will NOT pay any claim caused by or in any way related to this event if your policy was purchased after this time and date.

Steps to follow:

  1. If you have not yet departed and wish to postpone your trip, contact us to discuss changing your travel insurance policy dates.
  2. If you want to change or reschedule your trip, we suggest contacting your travel agent or travel provider (hotel, airline, cruise company, tour company etc) directly for assistance. They may offer to change your trip free of charge or for a small fee.

How do I make a claim?

If you don’t need emergency assistance, you can make a claim online at fastcover.com.au/claims,  or when you get back home. Contact us at claims-fch@fastcover.com.au or on 1300 409 322.

Remember:

  • Take reasonable steps to minimise your claim. Contact your airline or Travel provider for assistance if you need to rearrange your travel plans.
  • Keep your receipts and any other supporting documentation e.g. medical reports, hospital admission and discharge paperwork.

Policy benefits and exclusions for terrorism-related events

Please note that there are there are some General Exclusions for claims that arise from or are related to a threat or act of terrorism.

See the table below for further details:

 

fast cover green tick symbol Benefits Covered*
red x cross symbol Benefits NOT Covered (Exclusions)*
  • 24/7 Emergency Medical Assistance
  • Overseas Emergency Medical and Hospital Expenses
  • Overseas Emergency Evacuation
  • Trip Disruption Expenses
  • Trip Resumption Expenses whilst overseas
  • Luggage and Personal Effects
  • Delay of Luggage and Personal Effects
  • Loss of Income
  • Permanent Disability
  • Accidental Death
  • Trip Cancellation Expenses
  • Travel Delay Expenses
  • Special Event Transport Expenses / Alternate Transport Expenses

 

*Limits, conditions and exclusions may apply under your policy. Please refer to your Certificate of Insurance and the Product Disclosure Statement for more information about each benefit and any conditions which may apply.

General Advice

For details about what your policy covers, please refer to your Product Disclosure Statement. Limits, conditions and exclusions may apply under your policy.

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

Questions?

If you have any questions or need help with your travel insurance, please:

Useful Links for Travellers

  • The Australian Government provides up-to-date travel warnings for countries around the world. You can find this information by visiting the DFAT website, smartraveller.gov.au
  • The Fast Cover PDS gives you all the information you need to make a travel claim. You can find a copy of the PDS at www.fastcover.com.au/pds

 

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