Do Not Travel with This Appalling Company

Myself and partner purchased a full comprehensive Duo Travel Insurance Policy to travel to Europe in late December 2017 for a five week vacation. A few days into our trip I fell violently ill in Paris. Still seriously ill, we pushed on the following day to try and meet our bookings. On reaching Munich I was immediately hospitalized in ICU with a life threatening viral infection that was shutting my organs down. I remained seriously ill for two weeks. We were unable to resume our travels. Lucky, we have taken out full comprehensive insurance. Think again. Whilst trying to deal with the stress of my deteriorating condition, my partner and mother (back in Australia) had to spend hours on the phone over the next 2 weeks dealing with issue after issue. Fast Cover’s refusals, denials and incompetence – far too many occasions to list, but you would be horrified. Returning to Australia we lodged their 12 page claim form with 80 pages of supporting documentation required. Then another game begins. At the end of every deadline, Fast cover request more information (most of which had already been provided). After 3 months, and requesting two subsequent reviews, we are still over $4,000 out of pocket. Be aware: Fast cover eventually agreed to arrange and pay for my partner’s accommodation to stay and care for me in Munich then deducted his accommodation expenses from the total cost of our prepaid bookings, claiming they are the same expense. They have refused to pay any food expenses for my partner claiming these are offset against my hospital cash payment benefit (nothing in their policy, but apparently they state it is the intent). Many other expenses, prepaid bookings and tours have not been reimbursed. And don’t bother reporting it to their so-called independent Internal Dispute Resolution Committee (Hollards, the Underwriter). They are permitted 45 days to review. Three minutes before the final deadline we received an email from Hollards stating “after a thorough review of your claim” the Committee are refusing to pay any further amount. Amazing, given that only 12 business hours earlier, the officer in charge of my case knew nothing about it and asked me to resend my correspondence. Fast cover clearly work on the premise of denials, refusals and stalling tactics in the hope you will give up. Not us. We will continue to pursue this matter with the Ombudsman and legally if we have to. We have never had the need to take time to write a bad review on a Company. Hopefully this warns you how seriously appalling and callous this Company is. We are considering doing an interview with A Current Affairs and will continue to publicly name and shame this Company. Do not insure with this Company or its Underwriter. Please spread the word.

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